Collection Services Representative

Job Description

Collects music licensing fees according to the payment terms in each agreement. Builds customer relations in order to facilitate fee-dispute resolution. Interacts with Licensing, Accounting and Licensing representatives to resolve outstanding issues. Maintains collection records for follow up and review. Collection is performed via the use of dialer, preview/predictive, for customer contact and sending dunning letters, some of which must be customized.

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.
• Makes and records outbound collection telephone calls utilizing state of the art call center technology and equipment.
• Resolves disputes related to past due fees, accepts credit card/e-check payments and makes suitable payment or settlement arrangements, in line with company and department's best practices guidelines. And when necessary, forwards disputes to supporting Licensing, Accounting, and other departments, to ensure timely resolution of customer service issues/leads processing.
• Notes appropriate result/reason to ensure accurate close ratio on promised payments as well as other call outcomes.
• Collaborates with team leaders and managers to prepare schedules and ensure high productivity standards under the BOLD initiative.
• Uses best practices and creativity to achieve established targets and meet quarterly performance and productivity goals while promoting exemplary customer service.
• Composes correspondence/e-mails based on procedures and knowledge of Collections practices. Also sends a variety of manually selected form letters and auto-generated dunning letters.
• Requests adjustments, handles queries and resolves issues within contract/company guidelines and policy.
• Notifies Licensing of sales opportunities and other changes in music use when alerted to such changes through customer contact.
• Submits write-off and refund requests for approval via established workflow.
• Prepares files for outside agency collection and arbitration as needed using search engines and other skip-tracing techniques to locate customers/determine corporate viability.
• Assists Director and upper management with projects and other duties as assigned.
• Regular attendance.
• Other duties as assigned.
• Supports our BMI Core Values and cultivates a culture of diversity and inclusion.

POSITION QUALIFICATION REQUIREMENTS

Education: Bachelor's Degree preferred.

Experience: Minimum 2 years' collection or call center experience and/or training is highly preferred. Commiserate familiarity with related job duties or BMI processes and procedures is also acceptable.

SKILLS AND ABILITIES
Which may be representative but not all inclusive of those commonly associated with this position.
• Proficiency in Microsoft Word and Excel and Access.
• Knowledge of standard collections practices.
• Understanding of Call Center technology.
• Ability to work independently and in a group.
• Working knowledge of computerized CRM (Salesforce) and A/R systems (Oracle).
• Good listening skills.
• Good interpersonal skills.
• Ability to pay close attention to detail.
• Must be able to communicate effectively, written and verbally.
• A strong focus on exemplary shift attendance in required.

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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Jobcode: Reference SBJ-rzvq4q-3-129-19-251-42 in your application.