Senior Customer Service Executive

August 1, 2024

HUBTEK

Cali

FULL TIME

Quickly respond to all incoming calls and emails from customers.
Proactively contact customers through their preferred method with status updates on invoice purchases and notify them of any delays in verification.
Review customer requests outside the normal operational process, find solutions, and escalate cases as necessary.
Thoroughly and clearly explain all policies, procedures, and account information to customers. Provide ongoing training to ensure a smoother financing process.
Resolve customer issues and complaints to deliver world-class service while minimizing risk to the organization.
Ensure all invoices are purchased within the established time limit. Review held invoices daily, follow up accordingly, and keep customers fully informed.
Review portfolio reports and analysis daily, and follow up with customers on relevant account information.
Support collection efforts to control the portfolio and collect all invoices.
Maintain accurate customer account information and public funding instructions, including accurate purchases at both the relationship and customer levels.
Maintain events on the customer's account and resolve compliance issues as necessary.
Perform analysis to ensure each purchase is secure, including credit and insurance validation, duplicate purchases, customer/broker concentration, and exceptions.
Follow up on pending invoices and communicate with brokers, considering customer requests or time constraints.
Manage customer reserve accounts based on present risk (full recourse purchases, damaged loads, etc.). Recommend program changes to minimize future risks when negative reserves recur.
Provide weekly reports on open fuel advances, negative reserves, inactive customers/training risk position, claims, concentration, overdue originals, low-quality copies, late original charges, AE exceptions, and unapplied cash accounts.
Review full recourse and unfunded invoice reports daily and take appropriate action.