Advisor, Revenue Protection

Job description

Job Summary: Manages both standard and complex customer interactions—including those typically handled by Associate Revenue Protection Advisors—across phone, email, chat, and mail, focusing on collections and payment resolution while maintaining flexibility to work evenings and weekends as needed. Job Description: Researches prioritized customer accounts—including status, outstanding balances, age of balance, and payment history—to prepare for effective collections discussions and improve resolution success. Manages inbound and outbound customer calls—including basic payment processing and advanced inquiries—to collect overdue balances, resolve issues, and ensure timely transactions with enhanced customer experience. Responds to customer inquiries across written channels—including email, mail, chat, and social media—to resolve issues promptly and maintain positive engagement. Responds to customer inquiries and resolves issues to ensure satisfaction and build loyalty. Supports the Customer Experience contact center during peak volumes, such as storms, to maintain service continuity and customer satisfaction. Negotiates account resolutions with customers to secure payment agreements...