Position Overview
The Administrative Representative plays a vital support role within the organization, focusing on post-contact account management across all company entities. This position ensures that declined payments, suspended accounts, and follow-up items are handled quickly and accurately to maximize recovery and maintain client satisfaction.
The ideal candidate is detail-oriented, dependable, and comfortable managing a high volume of administrative tasks and customer communications in a fast-paced collections environment.
Key Responsibilities
Payment Recovery & Account Maintenance
1. Contact clients regarding declined or failed payments, ensuring prompt resolution or rescheduling.
2. Perform account restats (reinstatements, status adjustments, and reclassifications) as needed.
3. Follow up on pending approvals and incomplete payment plans to maintain steady revenue flow.
4. Document all communications and updates within the company CRM or dialer systems.
Administrative Support
1. Maintain organized records for each company (e.g., SKA, LAL, SEA) to ensure accuracy and consistency.
2. Communicate with internal teams (collections, client services, accounting) to resolve account discrepancies.
3. Support daily operational reports and track follow-up metrics to ensure all declined payments are addressed.
4. Provide general administrative assistance as directed by management.
Quality & Accuracy
1. Ensure account notes and updates are accurate, professional, and up to company standards.
2. Maintain confidentiality and handle sensitive customer information responsibly.
Performance Metrics
1. Total dollar amount recovered from declined payments.
2. Declined payment recovery rate (% of reactivated accounts).
3. Accuracy and timeliness of restats and documentation.
4. Contribution to department efficiency and overall account retention.
