Customer Operations Specialist

Customer Operations Specialist

Requirements

• Full proficiency of the English language.
• Associate or Bachelors degree or relative experience desired.
• Individual must possess a strong working knowledge of providing superior customer service.
• Two or more years related and/or professional experience and/or training.
• Word
• Outlook
• Adobe PDF
• Database Management
• QuickBooks
• Excel datasets with functions: IF, SUM, CONCATENATE, VLOOKUP, PIVOT, and cell formatting.

Responsibilities

• Ability to perform all functions of the CSR I position on a consistent basis.
• Respond to Tier 2 customer service calls, assess the situation, make program decisions, and know when to delegate ‘up’ for resolution.
• Manage template accounts, processing, verifying, and recording ACH payments according to procedures.
• Setup and maintain proper documentation and filing for all new dealer accounts.
• Send 253 appointment approval requests to Assurant when necessary.
• Become the dedicated processor for financial service provider as well a run their monthly held report.
• Processing multiple OEM files consistently monthly, billing and collecting/applying payment.
• Assist customer service representatives with training as needed.
• Assist in Direct-to-Consumer sales, reports, and MailChimp mailings.
• Prepare the weekly claim summary report, update the claim summary monthly file, and record deposited funds.
• Identify and communicate all issues on a held list on a bi-weekly basis to ensure effective resolution.
• Assist in maintaining dual control.
• Run the cancel report on a weekly basis.
• Run reports from 5D in support of payments and/or requests by the team/dealers/Assurant.
• Establish and maintain business relationships with dealers.
• Contribute to the reconciliation and month-end close process. This includes: Pre-cash reconciliation, Held Reconciliation Report, Backup-Cash Reconcile, Ensure that payment received reports and IN/FL payment adjustment reports are accurate, Run and reconcile the Converge Credit Card payment reports, Run and complete the checks written report, Prepare checking account reconciliation report of all 4 account, Download and Save bank statements for all 4 accounts.
• Provide backup support for the following: Portal training, OEM/Core Pricelists, Manage batched payments, Commission reporting, Weekly Sales Flash, Weekly Deposits, Processing license renewal applications.

Preferred Qualifications

• Prior warranty or financial service business experience and the knowledge of product and the ability to interpret an extended warranty contract.
• Have worked in a capacity similar in size and scope of BPPC.