Shepard

Operations

• Perform outbound and inbound collections activities via phone, email, and system‑based follow‑up for post‑event outstanding balances.
• Review aging reports, outstanding invoices, and account notes to prioritize follow‑up actions.
• Communicate professionally and clearly with exhibitors regarding balances due, documentation needs, and resolution steps.
• Document all collection activity, agreements, and follow‑through accurately in company systems.
• Execute outreach and follow‑up according to established cadence standards (e.g., frequency by aging bucket) and apply standardized templates and messaging aligned with company policy.
• Apply standardized outcome/disposition tracking (e.g., paid, promise-to-pay, disputed, pending documentation, pending internal research, unresponsive) to support KPI reporting and management visibility.
• Review exhibitor orders, invoices, payments, and adjustments to identify discrepancies or missing documentation.
• Partner with Exhibitor Services and Finance teams to research and resolve billing or payment issues.
• Support reconciliation efforts to ensure records accurately reflect services rendered and payments received.
• Maintain high standards for data accuracy, audit readiness, and compliance.
• Maintain complete account documentation packets where required (e.g., invoice support, proof of service/service confirmations, communications, approvals) to improve collectability and support audit/review requests.
• Identify and flag recurring documentation gaps or billing defects (e.g., missing authorization, incorrect invoicing details, inconsistent service records) and route to appropriate partners for correction and prevention.
• Receive, document, and track exhibitor disputes related to billing, services, or documentation; acknowledge receipt and communicate next steps within established timelines.
• Categorize disputes using standardized reason codes (e.g., service discrepancy, documentation request, pricing/fee question, payment processing issue) and maintain dispute status through resolution.
• Gather required documentation and partner with Exhibitor Services and Finance/Accounting to research and resolve disputes; escalate exceptions to the Revenue & Operations Manager for approval.
• Highlight recurring dispute drivers and process breakdowns to support continuous improvement and downstream revenue protection.
• Partner with Exhibitor Services Specialists and Supervisors to support clean event handoffs.
• Collaborate with Finance/Accounting on escalations, reporting needs, and issue resolution.
• Where necessary, support **pre‑event activities** (e.g., payment verification, documentation review, readiness flags) in partnership with Exhibitor Services based on specific circumstances.
• Track and report collection status, trends, and recurring issues to the Revenue & Operations Manager.
• Identify process gaps or inefficiencies and provide input on workflow or documentation improvements.
• Escalate issues that exceed defined authority with clear documentation and recommended next steps.
• Escalate accounts according to the escalation matrix (e.g., exceptions to payment plan guidelines, disputes requiring adjustments, high‑risk indicators, or non‑responsive accounts beyond defined thresholds), ensuring complete notes and supporting documentation are included for decisioning.
• Support operational and system improvements by identifying workflow defects, reporting system/data issues, and participating in user testing (UAT) or validation activities as requested to improve collections efficiency and reporting reliability.
• Perform other related duties as assigned.

Revenue & Operations Specialist, Part-Time