Account Research Specialist

The Account Research Specialist is responsible for financial balancing and reconciliation of payments, SOX audits, and researching and resolving billing/customer account issues for Residential and Commercial customers.

What you'll do:

• Aging management for Residential and Commercial accounts
• Manages delinquent exempt status on accounts
• Verifies contract terms utilizing Salesforce
• Respond to escalated customer account issues, meeting customer expectations and WOW's customer service standards
• Process WOW! Business disconnect orders per company guidelines and procedures
• Quality check disconnect process to ensure any fallout is handled in a timely manner, escalate if needed
• Process debit and credit adjustments including ETF charges
• Handle all inquiries regarding misapplied/unposted payments and customer refunds
• Applies all check reversals & chargebacks to customer accounts
• Performs posting payments in all formats including physical check, wire, recurring, plus rejected items from the lockbox
• Tracks and processes received bankruptcy paperwork
• Adjusts accounts for returned equipment
• Posts CMI payments that are received in the CMI system and the Adjustment Agency payments within WOW Billing System
• Prepares reports for processing of expired/rejected credit card payments and return checks
• Other duties as assigned

What we're looking for:

Education:

• High school diploma required
• College level coursework in a related business field preferred

Experience/Skills Needed:

• Minimum of1-2 years of related experience in billing and customer service
• Excellent communication and customer service skills
• Good analytical and problem-solving skills

Computer Skills:

• Excellent computer skills including Google Suite

Wondering if you should apply? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WOW! we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but don't check every box in the qualifications section, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• regularly required to talk and hear
• required to use hands to type, handle objects and paperwork
• required to use close vision and be able to focus

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer

Approved by: Corporate Human Resources

Date: January 2020

As an Account Research Specialist, you are responsible for the financial balancing and rectification of payments, Sox Audits, and problematic accounts.

WOW! is one of the nation's leading brands in keeping our world connected through internet, TV, and phone. We don't just want people to use our services, we want them to enjoy every WOW! moment. We thrive on our core values of respect, integrity, spirit of service, and accountability. Every interaction with our customers should be guided by these 4 values. Are you ready to join our team and culture?

• Responds to sophisticated customer account matters, meeting customer expectations, and WOW!'s customer service standards
• Coordinates with other departments & regional customer advocates on billing and customer account issues as needed
• Responsible for applying all check reversals & charge backs to customer accounts
• Processes payments and verifies field batches
• Contacts customer's banks to verify payment information prior to refunding fees or overpayments
• Utilizes reports for internal research of customer accounts
• Places outbound calls to customers as needed
• Researches a required minimum number of accounts per day as advised by management
• Prioritizes the order in which accounts will be researched using the inquiry date submitted as the guideline
• Researches national database and ICOMS information to secure verification of the identity of new and prior WOW! customers
• Calls customers to discuss status after research is done and these calls are sometimes confrontational and include the disconnection of service in certain situations
• Reviews all Online Store requests, contacts outside collection agencies for follow up on customer accounts and reviews International and Collect Call charge disputes
• Refers AR/LP critical issues, and high-level problematic accounts to supervisor for resolution
• Utilize ICOMs and Vesta reporting to insure accurate posting and daily reconciliation of payments between the banks and the billing system
• Responsible for SOX audit support by providing numerical data and explanation of the AR processes

To perform this job optimally, you should perform each crucial duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma (or equivalent) required, with college level coursework in a related business field preferred

• Minimum of 1-2 years of related experience in billing and customer service
• Excellent communication and customer skills, able to handle and control confrontation
• Good analytical and problem-solving skills
• Must be detail oriented and accurate with information, with strong ability to follow-up on issues
• Possess the ability to multitask and meet established achievements
• Must be able to work with minimal direction

• Excellent digital literacy including MS Office

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran