Outside Collections Associate

POSITION SUMMARY
Collects music licensing fees according to the payment terms in each agreement. Builds customer relations to facilitate fee-dispute resolution. Interacts with internal and external teams to resolve account issues. Serves in multiple capacities to facilitate staffing flexibility and improve efficiency, including collection calls/emails and other administrative duties as directed.    

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. 

• Receives and responds to correspondence/e-mails based on established procedures and Collection Services best practices as well as sends a variety of manually selected form letters.
• Documents appropriate updates in CRM system to ensure account contact record is accurate.
• Prepares and distributes online account financial chronological reports, invoices, and account recaps as requested by customers, Collection Services team, BMI Legal team, and outside agencies.
• Prepares legal or BMI Legal arbitration files per established procedure.
• Assists existing staff with reporting all direct payments received to external agencies.
• Assists existing staff with external agency remittances for payments collected on behalf of BMI.
• Addresses common objections related to past due fees, processes credit card/e-check payments, and makes suitable payment or settlement arrangements in line with company and department best practices guidelines.
• Performs account research including but not limited to ownership, status of legal entity, liquor licenses, business licenses, and business operating status.
• Prepares, submits, and approves account adjustment cases in CRM per established workflow.
• Creates tasks in CRM system with specific details to notify Licensing of accounts requiring replacement and new owner licenses.
• Other duties as assigned.
• Regular attendance.
• Supports our BMI Core Values and cultivates a culture of diversity and inclusion.

POSITION QUALIFICATION REQUIREMENTS
Education: College degree or equivalent combination of education and experience/ training preferred
Experience: Minimum (1) one year of hands-on experience in customer service or collections.  

SKILLS AND ABILITIES
which may be representative but not all inclusive of those commonly associated with this position. 

• Experience in accounting, sales, and participation in cross-functional teams helpful.
• Excellent time management and organizational skills.
• Ability to prioritize activities, multi-task, and follow tasks to completion within established deadlines.
• Ability to pay close attention to detail.
• Strong interpersonal, communication, and listening skills.
• Excellent problem solving and conflict management skills.
• Excellent verbal and written communication skills.
• Proficiency with Excel and other Microsoft Office applications, CRM databases and the ability to learn new software applications as needed.
• Ability to work independently and in a group.
• A strong focus on exemplary punctuality and attendance is required.