Collections Representative, Client Services & Accounts Receivable
Overview
Tom James Company, the world's largest maker of made-to-order clothing, seeks a Client Services Representative to own collections and account resolution for a high-value client base. You will manage payment arrangements, negotiate delinquent balances, and partner with Sales Professionals to protect revenue while delivering white-glove service. Reporting to the Collections Manager, you will join a team of 10+ specialists in a vertically integrated operation spanning manufacturing to retail. This role stands out for its focus on customer education and relationship-based collections in a luxury goods environment.
What You'll Do10
- 1Prepare, review, and distribute collection letters and correspondence per company policies and procedures.
- 2Place and receive collection calls to resolve delinquent accounts with professionalism and empathy.
- 3Respond to customer inquiries by phone, email, and written correspondence regarding balances, billing, and payment history.
- 4Contact past-due customers, discuss payment options, negotiate payment plans within established guidelines, and document all collection activity.
- 5Monitor customer payment plans and records, ensuring timely follow-up and accurate documentation.
- 6Partner with Sales Professionals to resolve collection issues while balancing customer relationships and financial objectives.
- 7Deliver exceptional service by communicating clearly, showing understanding, and resolving issues promptly.
- 8Master the Tom James sales cycle, business processes, and product knowledge to support customers and Sales Professionals.
- 9Protect confidential customer and financial information by following privacy policies.
- 10Perform other duties as assigned and maintain reliable on-site attendance.
Requirements9
- 1High school diploma or equivalent required.
- 21+ years in collections, accounts receivable, customer service, or related telephone experience.
- 3Excellent verbal and written communication skills with all organizational levels.
- 4Strong customer service skills to de-escalate difficult situations and build rapport.
- 5Proven ability to prioritize multiple tasks and manage time under pressure.
- 6Exceptional attention to detail and accuracy in documentation.
- 7Proficiency with Microsoft Office (Outlook, Excel, Word) and company software.
- 8Experience handling sensitive conversations with professionalism.
- 9Ability to work on-site in Nashville with reliable attendance.
Salary Insight
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