About the Position
At Thryv, we are a team that lives by teamwork. However, it’s not the work that drives us, it’s the respect, trust, and care for each other that defines us as a team. We’re a diverse community of trendsetters who do our best work in a fun, relaxed environment. Technology never stops evolving and neither do we. We’re always looking for the best and brightest team players to join us.
This role is responsible for boosting customer retention and satisfaction while managing a portfolio of clients facing payment issues. Through a team-based approach of helping delinquent clients, this role collaborates with various teams across sales and operations, assesses each unique situation, identifies disputes or other obstacles to payment, and suggests solutions.
Responsibilities
- Manages Salesforce cases generated automatically for delinquent accounts, ensuring timely follow-up and resolution throughout the dunning lifecycle in accordance with established processes.
- Manages an assigned portfolio of accounts by proactively handling both inbound and outbound client communications. Prioritizes resolving outstanding balances, addressing delinquencies, and reinforces the value of Thryv products to support client retention. Consistently meets or exceeds all performance metrics and goals related to the assigned portfolio.
- Partners with Client Care, Billing, Cash Applications, Sales, and TSS to resolve disputes, billing errors, cancellations, misapplied funds, and to provide product and program support as needed to drive account resolution.
- Processes payments using all available system methods. Negotiates and secures payment plans, arrangements, or settlements to resolve outstanding balances and prevent cancellation when possible.
Who We’re Looking For
- High school diploma/GED (or international equivalent), required
- Associate's degree (or international equivalent), preferred
- Up to 2 years of related experience, required.
- 2+ years of related experience, preferred.
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Industry knowledge with an understanding of internal products and the ability to resell the value of the client’s program.
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Knowledge of B2B collections procedures and accounts receivable procedures.
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Technical skills with the ability to utilize industry-related tools and systems (e.g., Salesforce, KGen, Windows, and Microsoft Office, etc.)
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Strong communication skills, both written and verbal, with the ability to provide conflict resolution while maintaining professionalism.
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Strong interpersonal and customer services skills with the ability to build rapport while ascertaining reasons for delinquency.
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Time management and organizational skills with the ability to balance multiple priorities and multitask across system platforms as well as manage and achieve performance targets by prioritizing and organizing daily workflow inventory.
- Ability to travel less than 5% of the time.
- Must be 18 years of age or older.
- Must successfully complete pre-employment screening process, as required.
- Must successfully complete any required training or orientation courses, as needed.
What We Offer
Life requires balance, so we provide benefits around health and wellness, continued education, and work/life balance to help you live your best life when you’re working…and when you’re not.
- Law benefits
- Private medical insurance covered by us
- Remote work
- Life insurance
- Education subsidy
- Electricity & Internet subsidy
- Flexible extra time off
- Paid time off during winter
- International discounts
- Internal programs
Who We Are
At Thryv, we’re a team fiercely devoted to the success of local businesses. We’ve been around for over 100 years, always with one goal in mind — helping small businesses compete, win, and succeed. We provide the technology, software and local business automation tools small business owners need to better manage their time, communicate with clients, and get paid, so they can take control of their business and be more successful.
We support businesses across the U.S. and our team members are located across the country, and internationally. We operate as a work from anywhere company and believe this allows us to be more productive.
Culture is vital at Thryv because it shapes our identity and, therefore, our measurements for growth. We have an identified set of values that hold all of us accountable paving the way for our company success and our legacy. All of this helps us deliver results for our clients and creates success for our employees. At Thryv, making a positive impact within our team and in our local community is the reason we get out of bed every morning.
Thryv Core Values:
- Client Devoted – Be humble with a servant mentality. Understand the uniqueness of each interaction while being flexible, knowledgeable, and genuine.
- Under Promise, Over Deliver – Deliver expectations and exceed them, have accountability, listen, and understand the ask.
- Act Like You Own the Place – Taking ownership and accountability in your day-to-day decisions empowers you to act like you own the place.
- Invest in our People – Hire people that are aligned with Thryv’s core values. Provide learning opportunities to enable all of us to adapt, belong, and create a lifelong career.
- DONE3 – Define what you say (Done), Do what you say (Done), Follow up and ensure completion (Done).
- Making $$ is a Byproduct of Helping People – Always be devoted to people, act with integrity.
- Think Long Term, Act with Passion & Integrity – Focus on making every interaction exceptional. Bring enthusiasm and devotion to every act. This includes doing the right thing, even when no one is looking. Think five years out or think for the long play.
Find out more at corporate.thryv.com/careers/
Belonging at Thryv
We believe in a work environment where all individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to the organization’s success. We want our employees to feel a part of something big and we encourage the sharing of ideas and collaboration across the organization.
We strive to ensure our work environment reflects diversity, fairness, and meritocracy. We believe all employees should have the opportunity to perform effectively in their position. We value every employee and the authenticity they bring to their role and to the organization. As a result, our employee policies and internal practices focus on ability and merit as the standards for success.
Requisition Detail and Process
This information indicates the general nature and level of work performed by employees in this job. It is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.
The final job level offered may vary based on the applicant’s competencies and qualifications such as experience and education, and other job-related reasons.
Our Commitment to Equal Opportunity
Thryv is proud to provide equal employment opportunities to all employees and applicants, without regard to gender, color, race, religion, sexual orientation, national origin, citizenship, age, disability, veteran status, pregnancy, genetic information, or any characteristic protected by law. Thryv is committed to provide equal employment opportunities throughout the employment relationship, including recruitment, hiring, discharge, compensation, benefits, discipline, development, and advancement or other aspects of employment.