Credit & Collections Associate

Location: Jacksonville

Company: TOTE Resources

Employment Type: Full Time

Region: Florida

Job Category: Finance

Publish Date: September 27, 2021

Company Description: TOTE is one of the nation’s leading domestic shipping operations. TOTE Maritime companies provide essential cargo services to Alaska and Puerto Rico. TOTE Services provides leading edge ship management solutions to government, commercial and private ship owners. TOTE knows that great companies are built by great people who embody our company’s values and vision. We strive to embody the values of safety, commitment and integrity in all that we do.


  • Full Time
  • Anywhere
  • This position has been filled

TOTE Resources

TOTE Resources is looking for a Credit & Collections Associate that is self-driven and has superb problem-solving skills. If you have experience in collections, enjoy delivering excellent customer service, and are proficient in Excel, this opportunity is for you! The Credit & Collections Associate is responsible for ensuring the efficient collection of TOTE Resources’ receivables by resolving outstanding issues or payments on assigned accounts.

As a Credit & Collections Associate you will:
  • Maintain a clear understanding of all issues within assigned portfolio. Demonstrate accountability for these, create and implement a plan to resolve them. Approach all issues with a level of urgency proportional to their negative impact on the Accounts Receivable. Communicate summary status of assigned accounts on a regular basis and as needed.
  • Develop and maintain an in-depth knowledge of customers’ accounts payable processes and requirements to ensure payments are not delayed. Work with cross-functional TOTE Resources departments to ensure all customer requirements are met. When necessary, document procedures on how to work complex accounts.
  • Prior to contacting the customer, thoroughly analyze the account and understand the customers’ payment habits, any recent or pending audits, short pay and overpay audits, and miscellaneous billings.
  • Contact customers via phone, fax, email and mail to:
    • Ensure money owed to the Company is paid within the credit terms assigned to the account.
    • Ensure money unapplied on the account is audited and applied to an open invoice or refunded to the customer promptly.
    • Ensure charges billed via the miscellaneous invoice process is collected or resolved via the appropriate channels.
  • Utilize quantitative data when communicating with customers to demonstrate the scope and impact of the issue at hand. (e.g. # of invoices, # dollars, percentage of balance, # days to pay, etc.)
  • Ensure customers have everything needed to issue payment, by promptly faxing or emailing invoices, source documentation and any other requested information
  • Resolve customer disputes by:
    1. Listening to the customer to completely understand their concern
    2. Researching their dispute in coordination with Freight Audit (as needed) and reviewing the facts of the situation to identify if their concern is valid based on the tariff or contract.
    3. If their dispute is valid, insure all corrections are made and communicate back to them the outcome.
    4. If their dispute is not valid, explain why and ask for payment, referencing facts, the provisions of their contract and/or the rules in the tariff.
  • Display clear understanding of the Company’s Order-to-Cash Process, Financial Services processes and cross-functional department processes. Draw from this knowledge and past experience to develop solutions to problems.
  • Support the collection of Demurrage, Chassis and Energy as invoiced using the new Demurrage portal tool.
  • Contact customers shipping under COD credit terms to collect payment in full prior the release of cargo at destination, if the cargo is not paid at origin. Upon receipt of payment advise the appropriate party that cargo is no longer on credit hold.
  • Monitor delinquent accounts and transfer the entire package to Manager for additional collection efforts or write-off, third party collection, or legal action.
  • Fax or email credit application to new customers as needed. Follow required process in order to substantiate assigning of a credit line (trade and bank references, DNB, etc.). Upon receipt submit to Credit Manager for review/approval and processing.
  • Follow all department and TOTE Resources procedures. Assist in revising and improving the procedures as needed.
  • Support department decision-making when the Credit & Collections Manager is not available.
  • Work on special projects assigned by Credit & Collections Manager or Finance Management.
The ideal candidate will have:
  • Superior customer service and problem-solving skills
  • Time management, organizational skills, and decision-making ability
  • Intermediate to advanced proficiency in Microsoft Excel (i.e. sort data, sum data, enter basic formulas, etc.)
  • Must be able to maintain professionalism while resolving customer conflicts and concerns
  • Bilingual English/Spanish preferred but not required
  • Exceptional interpersonal and communication skills

Education & Experience:

  • Associate’s degree in Business, Finance or related field required, Bachelor’s degree preferred, or a combination of relevant education and experience
  • Minimum of 5 years of experience in a collections role required
  • Experience in large business to business collections preferred

Our Company

At TOTE , shipping is about more than reliable delivery, it’s about people. The TOTE team is dedicated to exceeding our clients’ expectations with efficiency, integrity and unparalleled customer service. We’re equally committed to our own employees – fostering a working environment where they are respected, inspired, and recognized for excellent work. We strive to be the best at what we do. To learn more about TOTE history and values, go to https://www.totemaritime.com/about/about-the-company/


Our organization is committed to its employees by providing competitive pay, outstanding benefits, and professional development opportunities. If you want to be part of a company that fosters a family-like culture, look no further.