Customer Account Representative

Company:

Finning Canada

Number of Openings:

1

Worker Type:

Permanent

Position Overview:

Finning Canada is seeking a Customer Account Representative to join our team on a permanent, full-time basis in Edmonton. In this role, you will be responsible for managing an assigned portfolio of customer accounts, supporting credit and collection activities, and providing exceptional service to both customers and internal stakeholders.
The successful candidate will proactively collect outstanding balances, resolve account inquiries, perform account reconciliations, and help mitigate credit risk while ensuring compliance with company policies and procedures. This role combines strong customer service, analytical thinking, and account management skills to support Finning’s financial objectives and customer relationships.

Job Description:

Major Job Functions

Portfolio Management

• Manage an assigned portfolio of customer accounts, including account monitoring, collections activities, and maintenance of customer credit records.
• Proactively contact customers regarding outstanding balances and negotiate payment arrangements within established guidelines.
• Monitor account aging, delinquency trends, and potential credit risks, escalating concerns as appropriate.
• Perform account reconciliations and investigate payment discrepancies, short payments, deductions, and disputes.
• Process approved account adjustments and small-balance write-offs in accordance with company policies.
• Identify and escalate high-risk accounts, legal matters, repossessions, liens, bankruptcies, and other exceptions to senior team members.
• Maintain accurate and timely account documentation, collection notes, and customer communications.
• Meet or exceed established collection and delinquency reduction targets.

Customer Service & Account Support

• Provide prompt, professional, and responsive customer service related to account, billing, payment, and credit inquiries.
• Respond to requests for invoice copies, payment information, credit card authorizations, refunds, netting agreements, and other account-related activities.
• Support customers and internal stakeholders in resolving account discrepancies and payment issues.
• Build and maintain positive working relationships with customers while effectively managing collection activities.

Credit Administration

• Review and approve credit holds and credit releases for parts, service, and rental transactions within assigned authority levels.
• Escalate exceptions and non-routine credit decisions as required.
• Support the administration of customer credit accounts in accordance with company policies and established procedures.

Reporting & Continuous Improvement

• Prepare and maintain weekly, monthly, and ad hoc accounts receivable and collections reports.
• Contribute to process improvement initiatives that enhance efficiency, accuracy, and customer experience.
• Perform other related duties and responsibilities as assigned.

Qualifications & Experience:

• 1 to 3 years of experience in accounts receivable, collections, customer account administration, finance, or a related business environment.
• Experience managing customer accounts, collections activities, account reconciliations, and dispute resolution.
• Experience working with ERP systems, financial software, or customer account management systems is considered an asset.
• Post-secondary education in Business Administration, Accounting, Finance, or a related discipline is considered an asset.
• Working knowledge of accounts receivable, collections practices, credit management, and customer account administration.
• Understanding of basic accounting principles and business processes.
• Familiarity with credit, privacy, and financial compliance requirements is considered an asset.
• Knowledge of corporate policies, procedures, and safety requirements.

Soft Skills:

• Strong customer service and relationship-building skills.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to professionally handle difficult customer conversations while maintaining positive business relationships.
• Strong organizational and time management skills with the ability to manage competing priorities and deadlines.
• Demonstrated analytical, problem-solving, and decision-making abilities.
• High level of accuracy and attention to detail.
• Ability to work independently while contributing effectively within a team environment.
• Proficiency in Microsoft Office applications, particularly Excel, with strong account reconciliation and data analysis capabilities.

Why Join Finning?

At Finning, you'll be part of a collaborative and supportive team that values customer service, continuous improvement, and professional growth. We offer the opportunity to build your career with the world's largest Caterpillar dealer while contributing to the success of our customers and business.

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.