As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

I.

Job Summary:

This is an entry level professional position that is responsible for the Area’s response and recommended resolution to the delinquent accounts provided by the RMC. Acts as the Area main point of contact for customer account dispute resolution. Researches the issue with local District and Area management, Sales and Billing personnel along with the RMC to document and make recommendations to resolve customer account issues. Under supervision, this position performs work that is varied and that may be difficult in character, but usually involves limited responsibility. Assignments typically require originality and some ingenuity to determine the correct course of action considering the interests of the Area, the RMC and the customer. Has some latitude for unreviewed action or decision and confers with superior on unusual or highly contentious matters.

II.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Responsible for the Area’s communication and adherence to the RMC policies and procedures. Communicates updates or changes to appropriate management, professionals or departments as needed.

• Formulates the recommended response for the Area regarding all disputes originating in the RMC. Monitors and maintains the dispute issues log recorded in Remedy or Service Recordings. Responsible for updating the Area and RMC as needed regarding identified issues and resolution on regularly scheduled conference calls and in documented emails/letters on an ongoing basis.

Identifies appropriate personnel to include on these calls and communications.

• Impacts customer accounts: Reviews with the Area the “cut off,” “cancel,” and write-off” lists; Researches the customer’s service and complaints, payment history, credit records, contract etc. and provides recommendations regarding the customers and accounts impacted. Negotiates with customers on the settlement of past due amounts and may recommend to management an amount that is less than the amount due. Determines if recommending a suspension of a customer’s service due to non-payment is necessary or advisable. This position communicates daily on local deposit of impacted accounts to RMC.

• Works with Set-up/Sales on all “denied” credit requests from RMC and discusses alternatives with customers, Sales and Area management for Area approval.

• Responsible for Area processes to correct returned invoice mail and credit balance accounts. Assists on credit balances and coordinates escheatable property returns with RMC and WMSC.

• Provides information to company attorneys regarding collection matters and for bankruptcy hearings and may make court appearances.

• Identifies all Residential liens and tax roll needs and coordinates with Area to ensure procedures are in place.

• May assist on credit balances and coordinating property returns with RMC and WMSC as well as assisting Area Billing with account reconciliations.

• Generally provides support and assistance to the Cash On Account application and Credit Memo on Account application.

• Analyses information and determines how and why errors occurred in the billing process or collection process and recommends changes.

• Other duties as assigned.

III.

Supervisory Responsibilities:

This job has no supervisory duties.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A.

Education and Experience:

• Education: Bachelor's Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant work experience in Credit and Collections or Billing.

• Experience: No prior work experience required (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

• None required.

C. Other Knowledge, Skills or Abilities Required

• Understanding of banking processes (credit & debit cards, EFT, letters of credit, liens, inter-company payments).

• Able to develop alternative solutions to problems and work well in group problem solving situations.

• Must have a basic understanding of Microsoft Excel.

• Excellent verbal and written communication skills.

Benefits

At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

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