To retain profitable and referenceable clients through the delivery of cohesive team-based customer service experience and audited performance reporting data to Service Bureau clients that is defined by quality, accuracy and timeliness.
Responsibilities
- Create development plan for mentoring and training auditors.
- Maintain functional knowledge of team’s clients and able to provide direction in primary Analyst’s absence.
- Accurately resolve, with senior level guidance, account specific inquiries on performance or other service issues.
- Perform ad hoc client assignments and recurring daily, monthly checklist tasks specific to client assignments.
- Handle day to day communication on requests, tickets and processing status in timely and professional manner.
- Capable of conducting client training on First Rate CORE applications.
- Capable of reviewing and evaluating overnight processes and issues.
- Respond to client tickets via Service Desk within 24 hours. Resolution should include all applicable supporting documents and background information in the communication.
- Maintain KPI data on processing accurately and in timely manner.
- Generates monthly performance statistics data that are provided to client.
- Tracks time spent by client, project and task in approved time-keeping system.
- Archive client communication in Client Relations Manager system.
- Adhere to security standards when communicating client data.
- Create and maintain clients’ operation documentation and archive results in client specific locations.
- Demonstrate functional knowledge of OnPoint reports, CORE Advisor and Analyst, Professional, InfoAssist, Admin tool specifically user set-up and latest product release contents.
- Utilize base edits such as multi-row editing functionality unless specific SQL updates are approved by manager.
Qualifications