• Financial Service Advisor - Processor

    Job Locations US-WI-Madison
    TDS Telecom
  • Overview

    The Financial Service Advisor - Processor works in a call center environment working various tasks related to collecting outstanding receivables on residential and business accounts that are in a past-due status. 

    The main goals of the Financial Service Advisor Processor are to work on various payment processes and systems to ensure customer phone, internet and video services are either paid current, disconnected or reconnected accordingly.


    Financial Service Advisor Processors may be assigned a primary area of focus that may or may not change based on the business needs of the department.  The Processor position requires flexibility and adaptability to change. 


    Processors will also assist taking inbound calls from residential and business customers to resolve billing questions and collect outstanding receivables. This position will also work on an outbound dialer system as needed based on call volumes.  Activities include taking Credit Card/Check payments over the phone and to help customers come up with solution to pay their account current (Example: Deferred Payment Agreement (DPA), Epay, etc).


    If you have strong negotiation skills ane enjoy the customer service industry, this is the position for you!

    The working hours for this position are 8:00am-5:00pm CST Monday-Friday.


    Want to learn more about TDS Telecom? Check out our company values.


    • Take incoming calls in call-center environment from customers to get accounts paid current, make payment arrangements such as DPAs, and take payments.  Make outbound calls to customers with pending disconnections.
    • Process e-mail correspondence in the Collection mailbox and RightNow Web. 
    • Work assigned DESI Work Queue tasks and all necessary follow-up tasks associated with their particular focus of  high usage/unpaid review, final accounts, DPA follow-up, ePay or payment processing functions.
    • Research customer issues where required and follow up with customer as quickly as possible to resolve problems.
    • Disconnect and Reconnect customer accounts based on payment status.  
    • Create and process orders in CCM, LOKI, Axiom, UTS, SABRE, INAT, Siebel, COBRA and Martens as necessary.  Restrict usage in various systems, as necessary.


    Required Qualifications:

    • 2+ years Customer Service experience
    • 2+ years’ experience using MS Office Applications (Word, Excel, Access etc)
    • Must follow the TDS attendance guidelines to meet our customer’s needs

    Other Qualifications:

    • Associate degree in related field is highly desirable
    • Understanding of the telecommunication industry
    • Understanding of telecommunication products and services
    • Experience with TDS ordering, CRM and payment systems including CCM, LOKI, Axiom, UTS, SABRE, INAT, Siebel, COBRA and Martens.
    • Excellent interpersonal communication skills (i.e., verbal, written, listening)
    • Time management skills
    • Problem solving skills (i.e. irate customers)
    • Multi-task management skills
    • Negotiation skills
    • Excellent customer service skills both written and over the telephone
    • Full understanding of TDS call center processes and procedures
    • Fully competent in multiple computer applications
    • Full understanding and application of Deferred Payment Arrangement (DPA) rules and set-up
    • Ability to key 45 + WPM
    • Ability to produce both quality and large quantity of work (department consistently has a very high volume of work to process)
    • Ability to creatively solve problems with a positive, can-do attitude.
    • Proven history of working with diverse groups of people to accomplish goals and objectives
    • Outstanding interpersonal, organizational and communication skills.



    Physical Demands and Work Environment. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    While performing the duties of this job, the employee is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone.  The employee regularly communicates with customers.  The employee is frequently required to move about and reach for items.  The employee may occasionally lift and/or move up to 25 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.


    #TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to nearly 900 rural, suburban, and metropolitan communities across the U.S. With more than 1.2 million connections, TDS is one of the fastest growing technology companies in the United States. Powered by fiber-optics and new industry-leading technologies, TDS delivers up to 1 Gigabit internet speeds and offers internet-protocol based TV entertainment solutions along with traditional phone services. TDS also offers businesses VoIP advanced communications solutions, dedicated internet service, data networking, and hosted-managed services. Visit

    TDS Telecom, headquartered in Madison, Wis., employs nearly 2,700 people and is a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS], a Fortune 1000® company. Founded in 1969, TDS Inc. employs 9,400 people and has approximately six million connections nationwide through its businesses U.S. Cellular, TDS Telecom, OneNeck IT Solutions LLC, and TDS Broadband Service. TDS Inc. has been named to several Forbes lists, including America's Best Employers for Diversity, Best Large Employers, and Best Employers for Women. Visit



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