Processing Representative I (PR I)

Job Description

* DIRECT HIRE *

** FULL TIME AND PART TIME POSITIONS AVAILABLE**

The Processing Representative I (PR I) is responsible for handling all functions related to the posting, reversing, correction, recording and reporting of payments. This includes incoming mail, payments, customer account updates and customer inquiries. This may include inbound responding to mail, post mail in payments (registered and unregistered accounts), unapplied, unidentified payments, and process returned mail. Processing Representative may be reassigned on a long term or temporary basis to other shifts or other schedules to balance manpower or meet the needs of the company.

DUTIES AND RESPONSIBLITIES include some or all of the following. Supervisor may assign other duties as needed.

Promote positive customer relations with customers and coworkers

Maintain a thorough knowledge and understanding of customer service center and operations to assist customers and resolve problems

Open, sort, count, and batch incoming payment processing mail

Review and respond to incoming mail inquiries

Process and post mail in payments of registered and unregistered accounts

Process and post mail in payments of unapplied or unidentified payments

Process returned mail

Maintain customer records by updating account information

Process inbound mail which includes payments and account updates

Assist with customer service calls and overflow call handling when required

Consistently meet established productivity, schedule adherence, and quality standards.

Communicate effectively with a variety of people across various levels both within and outside the organization.

Make positive suggestions on improving and streamlining workflow processes and enhancing profitability

Develop a strong teamwork ethic

Follow communication procedures, guidelines, and policies

Other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Excellent phone etiquette

Excellent verbal communication skills

Excellent attendance and punctuality

Enjoy providing prompt and timely service to our customers

Possess strong interpersonal skills and have compassion and empathy for customer situations

Be energetic, self-motivated, and quick-thinking

Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environment

Ability to read and comprehend normal instructions, correspondence, and memos

Ability to effectively present information in one-on-one situations to customers, clients, and other employees of the organization

Ability to apply common sense understanding to carry out detailed written or oral instructions

Ability to work flexible eight (8) hour shift between 8:00 a.m. to 6:00 p.m. Monday to Friday

Must be able to pass background and drug screenings

Ability to achieve and maintain departmental performance standards

EDUCATION AND/OR EXPERIENCE

High school diploma or general education degree (GED)

Customer service experience a plus

Bilingual Spanish is a plus

Bilingual Vietnamese is a plus

PHYSICAL DEMANDS

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA (Family Medical Leave Act) and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards

Ability to adhere to attendance requirements

Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds

Must be able to lift, carry, walk and stand

Vision for reading, recording and interpreting information

Frequent speech communication, hearing and listening to maintain communication

Daily use of computer and keyboard, standard office equipment and telephone

Ability to access, input, and retrieve information from the computer

Frequent hand/eye coordination to operate computer keyboard and office equipment

Noise level in the work environment is quiet to moderate

SUPERVISORY RESPONSIBLITIES

This position has no supervisory responsibility.