Description:
POSITION SUMMARY
The Lead Financial Services Specialist provides an elevated level of service to ARL terminals with additional operational complexity. The Specialist owns the full scope of Billing/Settlement work for assigned terminals, including weekly settlements, customer invoicing, and carrier payment approvals, with the added authority to issue Comdata express codes and the responsibility to train terminal agents. The Specialist escalates unresolved issues directly to the Financial Services Manager.
TOOLS AND SYSTEMS
Truckman • TriumphPay Audit (TPA) • TAI • Front • Monday.com • Customer Billing Portals • Comdata • EFS
PERFORMANCE EXPECTATIONS
• Meet weekly invoice volume targets.
• Maintain a high standard of settlement accuracy across all assigned terminals and IBEs.
• Resolve customer, agent, and IBE inquiries promptly and professionally.
• Correctly approve carrier and driver payments on the established cadence.
• Maintain a timely, consistently courteous, and professional standard of service in all internal and external communications.
RESPONSIBILITIES
Elevated Terminal Support
• Serve as the assigned Billing/Settlement contact for terminals with additional operational complexity, providing elevated and tailored service.
• Issue Comdata express codes, including in response to CSR requests.
• Deliver training to new terminal agents on ARL systems and procedures, and provide on-demand support throughout their tenure as questions or issues arise.
Invoicing and Billing
• Generate and issue customer invoices for Transport and Logistics terminals, including via WEB billing, and verify completeness each week through the Invoice Code Report, confirming correct shipment charge codes are applied.
• Print all invoices from the print invoices screen each week (every Wednesday).
• Ensure customers receive billing paperwork through the Customer Docs report.
• Send the 30-days-and-older report weekly and keep loads from aging past 60 days, checking both the Active and Closed Not Invoiced menus. Never delete a claim load; claim loads are billed if the load is completed.
Settlements and Payments
• Process weekly settlements for terminals and IBEs.
• Approve Transport driver pays, carrier pays, and Logistic Terminal settlements per established cadences.
• Administer timely IBE Comdata paycard and ACH setups for settlements.
Customer and Agent Service
• Provide timely, professional customer service to IBEs, agents, and customers by phone, email (Front), and other channels, handling settlement and carrier inquiries.
• Send problem and question lists to terminal agents, and notify terminals of processed driver pays, outstanding items, and unresolved billing issues with the appropriate stakeholders copied.
• Submit chargeback information with supporting documentation to the Agent Success team.
• Escalate EDI issues to the appropriate point of contact for terminal resolution.
Driver and IBE Administration
• Administer driver fuel cards, including setups, activation and blocking per request, limit adjustments, fraud dispute review, and Driven app assistance.
• Double-check new IBE deductions upon activation.
• Process driver moves between terminals or truck owners, verifying correct driver codes for each move date and confirming fuel card and deductions are correct.
Deductions and Loans
• Handle IBE and terminal loan requests per the established loan process.
• Enter manual deductions, including loan setups, and claim deduction letters received from the Claims department.
• Check open deductions every Thursday to confirm timely resolution.
Terminal Closeouts and Reporting
• Close out canceled terminals by closing all open loads, driver pays, and carrier pays, and issue final releases for cancelled IBEs.
• Generate IBE reports each Thursday and Friday.
• Monitor the Rebill/Correction board in Monday.com daily.
Escalation
• Escalate unresolved issues, recurring discrepancies, or systemic problems to the Billing/Settlement Manager.
Requirements:
- High school diploma or equivalent
- 2-3 years of billing and settlement experience, including accounts with operational complexity
- Proficiency with TMS systems, TAI, TriumphPay, Comdata, EFS
- Demonstrated ability to train others and provide tailored support
- Clear, professional written and verbal communication skills
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