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About this job

Full-Time
Brookdale Senior Living - 6737 W. Washington St. Suite 2300 Milwaukee, WI 53214
Job #: CACOmkeWI47925

Brookdale. Bringing new life to senior living.

Job Summary:
Responsible for monitoring and reviewing account status reports to identify and resolve delinquent accounts.

Your responsibilities:

* Provide quality customer service and collections in a high-volume, fast-paced, multi-channel contact center using automated call distribution and workload distribution software, while accurately processing and recording customer contacts via the designated tracking software
* Review aging and other reports to identify delinquent accounts, initiating collection process on overdue accounts by contacting customers via mail and/or telephone inn order to obtain payment. Identify potential customer account issues through review of daily, weekly, and monthly generated reports and queries
* Research and resolve potential billing errors, disputes, cash applications, and other issues through regular customer account audits to ensure billing accuracy and maintain a high level of customer satisfaction
* Coordinate with others, including field personnel, to develop, implement and monitor collection strategy
* Assist in training community associates, as pertains to collection procedures and functionality available in multiple proprietary systems
* Evaluate and identify opportunities to drive process improvements that positively impact the customers" experience
* Comply with company and AR policies
* Required to work the hours indicated by management, taking appropriate breaks and lunches as scheduled.
* Shift will consist of working tickets and ensuring inbound phone coverage
         - Log in to the Phone queues for entire shift, using the proper AUX codes
         - Primary focus is working assigned tickets, however will be expected to be available to take inbound calls at any time
         - Voicemail messages returned daily
         - Resolved billing disputes called back daily/weekly
* Processing Assignments (tickets/queries):
         - 1st priority: Collection Agency Placement, Collection Agency Status
         - 2nd priority: Asset Search Request, Skiptracing Request, and Collections Process Questions
         - Assist with other tickets/queries, as needed, to meet department deadlines
* Quality Assurance:
         - Meet Valued expectation on weekly and/or monthly scorecard
* Team Huddle Assignments:
         - Actively participate as leader, timekeeper, or note taker in team huddles on assigned days
         - Create/gather materials prior to the huddle
* Actively participate in setting and reaching individual goals and striving to reach goals set by management within the performance management system
* Assist in educating/fielding inquiries from Community Staff and other Brookdale personnel regarding the Collection Processes
* Utilize the documented Escalation process
* Assist team members with a positive and helpful demeanor, as needed
* Assist in reviewing and updating Procedural documentation, as needed
* Assist in troubleshooting and testing system bugs and enhancements, as needed
* Other duties as assigned based upon business need by manager/supervisor


Required skills and qualifications:
* High school diploma or General Education Degree (GED) required. Associate"s Degree preferred
* Minimum two to three years experience with phone inquiries, collections, accounts receivable, billing and/or customer service required; or equivalent education and experience
* Proficiency in Microsoft Office (i.e. Excel, Word, Outlook, etc.)

If you"re a Brookdale associate, please consider referring someone through the Good People Program!

Brookdale is an EOE-(Equal Opportunity Employer) and drug-free workplace.

Brookdale offers a number of benefits to full-time associates including, but not limited to: medical, dental, vision, disability, life, paid time off, educational reimbursement. All associates, age 21 and older, are eligible to participate in the 401(k) retirement savings plan.