Major Accounts Services AnalystThe Major Accounts Services Analyst will work closely with all departments across TICF that interact with Customers and Dealers Accounts Payables, Account Receivables, Procurement, and Tax Departments on complex accounts. Responsible for ensuring alignment of billing and customer payment practices, accurate payment posting and timely resolution of discrepancies and disputes, while strengthening customer relationships and minimizing delinquency. The Major Account Services Analyst manages complex and diverse customer accounts including leading regularly scheduled calls with assigned customers and dealers.What You'll Do:Responsible for effective operational management of large and complex customer accounts including National Accounts and Lead Dealer National AccountsPrimary point of contact for assigned accounts throughout the account life cycle: origination through termination.Interact directly with customers, dealers, and internal departments to achieve reconciliation, financial analysis, problem solving and proactive account maintenance objectives for customer accountsEnsure timely payment application to maintain delinquency at or below the TICF scorecard objective for Major Accounts Services teamMeet all assigned metrics for Major Accounts Team, including but not limited to the following:Disposition of aged customer credit on accountsTimely payment (cash) posting achieving at minimum $0 > 30 daysMeet or exceed target delinquency KPI'sIdentify variances between billing and payments through effective account reconciliation and analysis following up with the customer to collect past due amounts or issue refunds when applicableProvide timely resolution of discrepancies and disputes to minimize delinquency and strengthen customer and dealer relationshipsDeliver best in class customer and dealer care by providing informed accounts status updates through regular customer/dealer communicationPrepare and submit financial changes and master data requests, and liaison with other departments for processing of any adjustmentsAnalyze customer accounts to ensure requested changes are processed and the account status remains as expectedLead stakeholder conference calls to facilitate communication and develop strategies and solutions for management of complex accounts that typically include high unit volume and multiple locationsIdentify and implement billing changes to better align Customer invoicing requirements with System capabilitiesMonitor and review portfolio changes, including billing set up for new units, pending maturities, recent terminations, and lease transfers to ensure alignment with CustomersGenerate monthly and ad hoc reports as needed to analyze each customer portfolioResponsible for escalated accounts that require a thorough and in-depth analysis and research, and recommend solutions consistent with TICF initiatives and objectives while maintaining operational expense as assignedSupport and assist assigned portfolio with special billing requirements, leading implementation of the processes, monitoring and coordinating stakeholder meetings between the customer, business partners and dealersStandardize processes related to account management through Kaizen methodology and impact operational efficiencyParticipate in customer, dealer and sales business reviews as neededAnalyze trend data and recommend solutions for improving performanceAdhere to all company policies, procedures, and guidelinesProvide support across business organization with operational questions, requests, and ad hoc projectsDemonstrate support for all TICF departments in every interactionAssist with customer account reconciliations as requested by other departments or upon request by any leaders within TICFProvide training for new Major Accounts Services Analysts and maintain training and reference materials for the Major Accounts Services departmentQualifications You'll Need:Technical Requirements:Advanced Microsoft Office suite (e.g., Excel, PowerPoint, Word)Ability to reconcile multiple customer accounts efficientlyAbility to extract, analyze, monitor, and report on large volumes of transactional financial dataExperience/Educational Requirements/License or Certifications:Bachelor's degree in accounting, finance, or related field is a plusMinimum of 2-4 years' accounting, accounts receivable, collections, customer service or finance experience requiredWorking knowledge of Commercial finance industry or experience with financial analysis, accounting, accounts receivable, customer interaction, and technology preferredSpecial Skills/KnowledgeExcellent communication skills, fully capable of exchanging information with Major Accounts dealers, customers, internal departments, and executivesProven interpersonal skills with the ability to collaborate well across the organization and with external stakeholdersSubstantiated analytical, organizational, and problem-solving skillsStrong written communication skillsBusiness insight knowledge to assess changing trends and decisive ability to act accordinglySelf-motivated with the ability to work independently and with minimal supervisionDemonstrated attention to detailJob CompetenciesCustomer First: Demonstrate a consistent passion to exceed internal and external customer expectations. Focus on creating an exceptional customer experience.One TICF: Foster a One TICF mindset.
Operate with a broad view of the organization, understanding how your role impacts others within the organization. Collaborate and effectively communicate within teams, cross functionally, presenting a One TICF experience for dealers and customers. Support the company Hoshin and Vision.Mindset of Continuous Improvement: Challenge self and others to continuously look for ways to improve TICF business processes and deliver value to the customer. Identify problems, remove inefficiencies, innovate, and challenge the status quo.
Apply a Kaizen (continuous improvement) mindset in day-to-day tasks and projects - big or small.Demonstrate Inclusive Behaviors: Foster an inclusive environment where everyone can thrive and feels welcomed, valued, respected, and heard. Be curious, listen to, understand, and capitalize on diverse perspectives. Show gratitude and consistently demonstrate respect for people.Learn, Grow, Develop: Continuous improvement of yourself and others. Ask for and give constructive feedback.
Invest in your growth and development by taking on challenging assignments and applying learned concepts.