Collection Services Representative

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Job description

POSITION SUMMARY
Collects the maximum amount of overdue fees from customers according to the terms of each music performance agreement. Fosters customer relations and facilitate fee-dispute resolution. Interacts with Licensing, Accounting and Audit representatives to resolve outstanding issues.

LOCATION
Nashville, TN office. BMI has transitioned back to working in the office on a regular hybrid schedule. At present, most team members are expected in the office three (3) days a week. Decisions regarding future transitions will take place in phases as BMI continues to closely monitor COVID-19 as employee safety is our priority.

FUNCTIONS OF THE JOB
Essential Functions: which may be representative but not all inclusive of those commonly associated with this position.

• Contacts customer and establishes reason for past due account situation; makes arrangements for payments to bring account current and dispositions appropriate result/reason to ensure timely follow up until obligation is satisfied.
• Secures outstanding reports.
• Completes high-volume collection activities, using stat of the art call center technology and equipment to maximize cash receipts.
• Uses best practices, as well as initiative and imagination, to achieve targeted results, while promoting customer goodwill.
• Composes correspondence/emails based on procedures and knowledge of Collections practices.
• Collaborates with team leaders and managers to prepare schedules and ensure high productivity standards under the BOLD initiative.
• Accepts credit card and e-check payments.
• Maintains accurate records about customer contact and status of collection efforts.
• Reviews and advances delinquent accounts to Director for Legal review when collection cycle is exhausted.
• Requests adjustments, handles queries and resolves issues within contract/company guidelines and policy.
• Performs specialized work, such as collection in various markets requiring specific knowledge of contract requirements, performing research, reconcile financial disputes (including TV per Program accounts) and scanning customer correspondence to document imaging system.
• Notifies Licensing of sales opportunity and other changes in music use when alerted to such changes via customer contact.
• Prepares write-off and refund requests/cases for approval.
• Arranges payment plans within established guidelines.
• Use skip-tracing techniques to locate customers.
• Obtains/forwards past due invoices and other documents necessary in the customer service/collections process.
• Assists director and upper management with projects.
• Other duties as assigned.
• Regular attendance.
• Supports our BMI Core Values and cultivates a culture of diversity and inclusion.

POSITION QUALIFICATION REQUIREMENTS
Education: Bachelor's Degree preferred.
Experience: Minimum of 3 years collection experience; have experience with an automated telephone dialing system

SKILLS AND ABILITIES
This may be representative but not all inclusive of those commonly associated with this position.

• Knowledge of standard collections practices.
• Understanding of Call Center technology.
• Ability to work independently and in a group.
• Ability to effectively communicate verbally and in writing.
• Proficiency in Microsoft Word and Excel.
• Working knowledge of computerized CRM (Salesforce) and A/R systems (Oracle).
• Good interpersonal skills.
• Ability to pay close attention to detail.
• Good listening skills.

SALARY RANGE
The specific base salary offered to a successful applicant will be based on individual qualifications, skills, experience, and education. The pay range is subject to change at any time based on various internal and external factors. The position may also be eligible for one or more performance-based bonuses. In addition to cash compensation, BMI offers a competitive portfolio of benefits to its employees, as described below.

What We Give to You:

• Health, dental, and vision insurance
• 401K with employer match
• Flexible spending accounts
• Paid vacation and paid sick/personal time
• 12 paid calendar holidays
• Paid volunteer time off
• Summer hours that offer more time for fun in the sun
• Company paid life insurance
• Up to 12 weeks paid parental leave
• Tuition assistance for qualified team members
• Commuter benefits (New York)
• Amazing and engaging culture
• Employee Resource Groups

BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran's or marital status, disability, or any other cultural factor.

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