Senior Adjustment Agent

Description

The Senior Adjustments Agent is responsible to initiate, resolve compliance issues engaging internal customers (Sales, Collections, Operations and Billing) as well as external customers, their representatives, and third parties. The Senior Adjustments Agent will be responsible for monitoring the complex deductions for our highest revenue generating portfolios in Purolator.

Responsibilities

• The Sr. Adjustments Agent will be responsible for monitoring the complex deductions for our highest revenue generating portfolios in Purolator
• These clients will range from $1M to $30M+ in annual sales and must be dealt with in a professional and sensitive manner
• They will provide feedback on how to minimize deduction errors to the client and our internal sales staff to ensure timely invoice payments prior to due date
• Sr. Adjuster must be able to trouble shoot any issues and make recommendations for resolution. Such resolutions may include customers to move from mailed invoice to Online billing platforms, EDI or emailed invoice formats dependent on the line of business
• The Sr. Adjustments Agent must be able to exhaust all efforts to ensure recommendations to minimize the number of requests that come into our Ontario AR inbox for credits.
• The Sr Adjustments Agent is responsible for passing all audit checks and must ensure all policies and procedures are being adhered to.  This includes appropriate escalation steps followed and making detailed notes of all actions taken on all accounts.
• The Agent will be required to work effectively with team colleagues and other key partners to execute divisional and/or departmental initiatives. Agents will be responsible to research, resolve & respond to Customer inquiries, and Billing discrepancies
• The ability to support and be responsible for all adjustments requests from our company’s high focus customers such as the Verticals as assigned. The current verticals are aligned as Retail, Health Care, Professional Services/Financial Services, Industrial Supply, Technology and others.
• Increase collaborating with other departments (Sales, Operations, Collections, Contracts and Payment Processing) alongside external customers, their representatives, and third parties to promote faster problem resolution
• Lead complex issues with customers while establishing and maintaining positive relationships with our customers
• Complete all Refund Requests and Processes (Refund credits or duplicate payments)
• Investigate credit issues and perform root cause analysis to alleviate future issues. Also issue credits to customers as required.
• Prepare necessary paperwork and correspondence as requested.
• Training team members as required. Document and review any changes to current practices that may be required to the Adjustments Supervisor.
• Other duties as assigned

Education

Equivalent to Completion of Community College of About Two Academic Years - Generally following high school, Specialized trade or occupational courses

Experience

• Minimum 3 years Adjustment experience
• Excellent communication, organizational and problem-solving skills.
• Ability to listen effectively and communicate under difficult circumstances
• Excellent Analytical, investigative skills in finding root causes and offering resolution.
• Good understanding of Excel spreadsheets and formulas v-look up etc.
• Excellent interpersonal skills, ability to work in a team environment.
• Strong networking and communication skills to present issues and or share knowledge with internal and external customers.
• Using SAP to pull customer pins for deductions through the re-rate tool, ESO, BI, Invoice Viewer, Info Hub to name a few
• Proven attention to detail
• Logistic experience in Accounts Receivables is an asset.
• Ability to work well under pressure and with minimal Supervision.
• Knowledge of billing, contracts, claims, debit/credits, and all related areas an asset.
• Bilingualism (French/English) would be an asset

Skills