Senior Customer Service Executive

hace 3 meses


Cali, Colombia HUBTEK A tiempo completo

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.



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