• Handle client customer service and technical support product related inquiries via phone, chat, and email in multiple languages • Ask probing questions and use critical thinking to determine next steps with empathy and patience • Clearly document the caller’s inquiry, troubleshooting steps taken and resolution/next steps (including routing to the proper queue) • Follow proper and professional escalation procedures

• Extensive telephone/e-mail contact with customers regarding past-due invoices • Determine write-offs (month end and small amount) • Make recommendations to Supervisor for collection of past due accounts • Coordinate with internal teams (Sales, Account Executive, Customer Service, and Finance) to resolve AR-related concerns • Provide clients with invoice copies, statements, and payment confirmations upon request. • Email reprinted and adjusted invoices as needed • Enter notes in system on all invoices where appropriate • Provide backup to other Collection Representatives and Client Forms as needed • Research returned mail and bank correspondence (i.e., short- & over-payments) • Maintain overall aging within department outlined KPI’s and Productivity guidelines • Independently manage AR and escalations • Payment Research and Credit validation support • Independently lead calls at the customer level for aged receivables • Provide training and coaching as a SR AR Rep mentor on best practices • Serve as a senior Account Executive handling high-priority “hyper care” accounts and complex client scenarios • Act as a subject matter expert (SME) for the Accounts Receivable (AR) organization • Provide backup as needed via Snap Pay and Tableau • Successfully maintains and exceeds overall aging and KPIS • Coverage as needed for Peers in team

• Receive and process incoming payments from customers, clients, or other sources using various methods (e.g., checks, wire transfers, credit card payments) • Deposit/post any cash or live checks received at the Sterling location • Process credit card transactions, including pre-charging, charging, posting, and disputes via multiple methods (e.g., customer self-service portal, dedicated phone line) • Contact customers via telephone and email regarding payment application or credit card issues • Collaborate with Credit and Collections teams and Sales Executives regarding deposits and customer remittance information • Perform bank validation for imports and payments while working within the Expert AR platform, including E-Commerce and online stores • Complete import reconciliations across different ERP systems in collaboration with GL, AR, and online stores • Enter rebates and coupons in the system and ensure the write-off amount is entered into the GL • Manage credit card disputes on transactions for payments

• Execute brand strategy and tactics in field • Manage sales performance and assigned territory • Build strong customer relationships and needs-solving capabilities • Deliver sales performance, brand KPIs, financial targets, marketing objectives • Create pre-call plans using SMART objectives • Handle objections and concerns effectively • Develop and execute call plans to achieve metrics • Build understanding of customer needs, market landscape, and competitive intelligence • Differentiate AbbVie’s value proposition and maintain disease state experts