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A/R Collections

Accounts Receivable Collections:

*Completed Daily – Set aside at least an hour or two a day to keep up with past due accounts

*Accounts Payable will provide an A/R Aging Report every Tuesday

*Work from the oldest past due invoices forward (i.e., start with the 120 day invoices, move to the 90 day invoices and then to the 60 day invoices, and so forth)

Important: Do your research first!!! Make sure to review all notes in the pull down “Notes” section and the “Custom Details” tab before contacting the customer by email or phone. You need to make sure you are fully aware of everything that has transpired thus far in regard to the collection attempts in order to know for sure you are reaching out to the correct person with the correct information. Formulate your plan for each individual customer based on the history that already exists. Each situation will require a different approach. The below is just a guide to help you get started, not the holy grail of how to handle every situation. Logic and common sense will need to be used for each individual situation.

  1. Open SME
  2. Go to “Receivables” section
  3. Select “Invoicing” section
  4. Select “Navigate” pull down bar
  5. Type in Invoice Number and click “OK”
  6. Verify the site address and invoice amount match the information you have on your aging report
  7. Select the “Billing” tab to verify you have contact information (name, phone number, email, etc.) for the billing contact
  8. Select the “Notes” pull down bar, click on each notes section on at a time and read all notes entered previously
  9. After reading through all the “Notes” sections, go to the “Custom Details” tab and read through all notes entered previously
  10. After reading through the “Custom Details” notes, go to the “Journal” tab and read through all actions taken by FDC employees for this invoice
  11. Formulate your plan for collecting from this customer based on the actions and notes previously taken. Use your judgement to determine the best tactic to move forward for this individual customer. For example, if you see that all the notes and journal notes show that the only steps taken thus far are sending emails, it’s time for a phone call. Or if the notes show that the last person contacted by phone was not the correct contact, don’t reach out to that person. Instead, try to call the business directly and ask for the accounts payable department or ask who is responsible for the accounts payable. Use logic, common sense and critical thinking skills to properly assess how to go about reaching out to the individual customers EVERY SINGLE DAY. Each day should bring a new tactic based on the previous collection actions.
  12. If sending the Invoice by email:
    *Select the “Print/Email” pull down bar
    *If a contract invoice, select “Email New Lump Sum Invoice”; if a service of box sale, select “Email New Service/Box Invoice (Non-Repeating)”
    *When “Email Report” box pops up, verify that the email it is being sent to is correct for your billing contact and hit “Send Email” (email body automatically populates with the body and return contact information already set-just need to send the email)
  13. If sending the Statement by email:
    *Select the “Print/Email” pull down bar
    *Select “Email FDC Custom Past Due Notice”
    *When “Email Report” box pops up, verify that the email it is being sent to is correct for your billing contact and hit “Send Email” (email body automatically populates with the body and return contact information already set-just need to send the email)
  14. If calling the POC:
    *Ask to speak to the name of the person we have listed as the billing contact or to the Accounts Payable Department
    *Try to use “open” invoice as the descriptor instead of “past due” or “outstanding” invoice, as people may take it personally
    *Try to get a date of expected payment to notate in SME
    *If they give you the information for a specific person that you need to be speaking to in the future for payments, make sure to notate that in SME
  15. If sending the Invoice by mail:
    *Select the “Print/Email” pull down bar
    *If a contract invoice, select “New Lump Sum Invoice”; if a service or box sale, select “New Service/Box Invoice (Non-Repeating)”
    *Print in black & white only
  16. If sending the Statement by mail:
    *Select the “Print/Email” pull down bar
    *Select “FDC Custom Past Due Notice”
    *Print in black & white only
  17. Be sure to notate in the “Notes” section and the “Custom Details” section everything done that day in regards to the collections (ie, “sent past due statement by email”; “called AP and got no answer. Left message to have call returned”; “spoke to Michael and he stated he will cut a check next week. Check back in 2 weeks in payment not received”; etc)
  18. Be persistent!!! Daily attempts are needed for certain individuals to handle the open invoice. Make sure you are always polite and professional, but stick with it. Slow and steady wins the race, or in this case, constant and never ending gets the money.
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