Job Description. Administration & Client Service Representative

Transcription

1 Job Description 1. POSITION IDENTIFICATION Title Administration & Client Service Representative Functional Area Edmonton, Priority Credit Recovery Inc. Reports to Director of Operations Salary Employment Status Full Time 2. POSITION OBJECTIVE Provide high quality administrative services to company, client and prospects for internal and external processes 3. COMPETENCIES REQUIRED The following competencies are required for this position: Communication Maintains clear communication with customers/clients/coworkers regarding client accounts and internal/external administrative work Distributes helpful information to clients/customers/coworkers Ensures professional and courteous service. Team work Co-operates Expresses positive expectations Solicits input Encourages others Builds team spirit Problem solving Breaks down problems Self-sufficient attempt to solve problems independently

2 Analyze problems to determine root cause Provide recommendations and solutions to problems Sees basic relationships Sees multiple relationships Makes complex plans or analyses Self Management Planning and organizing Restrains emotional impulses Responds calmly Calms others Manages stress effectively Demonstrates autonomy Chooses challenges Remains confident in difficult situations Prioritizes own work Helps groups plan, organize and co-ordinate their work effectively Technology Software usage competencies Microsoft Word Microsoft Excel Microsoft Power Point Microsoft Outlook Microsoft Explorer or similar internet browser & associated web features/sites PCR Collect! System PCR Maximizer Learning Uses current knowledge Has interest in own field expertise Keeps current in own field expertise Keeps current with business/organizational changes Links knowledge to current needs Initiative and enterprise Stays up-to-date Challenges status quo Creates improvements 4. KEY PERFORMANCE OBJECTIVES Outputs Key Performance Indicator Daily Maintenance Use Collect! to run daily reports new business distribution, client acknowledgements, batch processing, calculate all totals, rebuild printable information

3 Generate, print and fold daily collection letters Mail Management Message Centre New Business Entry New Client Set Up Database Management Dialer Management Payment Processing Process incoming and outgoing mail - Incoming: sort and deliver to appropriate parties - Outgoing: daily collection letters - stamp and deliver to mail Control and direct daily incoming messages ( , fax, phone, etc.) to appropriate parties. Monitor the flow of incoming information general box ([email protected]), fax, mail Monitor all mediums for incoming new business: , fax, [email protected], uploader, Webhost Enter new business into Collect! New business imports Provide client with follow up once an account has been listed client acknowledgement Create new client profile in Collect!, set up appropriate rate plan (if needed) and create new client file (hard copy) Enter new clients into Maximizer and maintain current entries Create new contact lists (for mail-outs) Create/edit, schedule and send new campaigns Create dialer lists, create dialer broadcasts, schedule broadcast, manage broadcasts and import results into Collect! Process payments received in office from debtors and process online payments for designated clients Client Inquiries Assist clients with inquiries and resolve issues provide status updates when requested Generate client reports/status updates and provide results to client Spin down report, agent inquiries, etc. Solve technical issues clients are experiencing with our systems uploader, webhost, , etc. Address client closures - i.e. recall lists New Client Entry/Client Maintenance Client Services Credit Bureau Reporting Discuss with client their expectations pre and post service understand client needs regarding reporting expectations help determine what they need Create new rate plans if approved by management Assist collectors with client management and contact provide clients with first point of contact and manage collector/client relationship Prepare accounts for credit bureau reporting,

4 generate credit bureau results, upload/send results to appropriate party Edit/fix all errors that caused accounts not to be reported Manual Updates Webhost Maintenance Monitor and adjust all files with incorrect credit bureau reporting examine debtor accounts and manually update files when requested Create Webhost accounts for all new clients, troubleshoot when clients experience technical difficulties (i.e. logging in) 5. PERSON SPECIFICATION QUALIFICATIONS/KNOWLEDGE/EXPERIENCE Qualifications Desirable: Previous administration experience Post-Secondary or College Degree Database management course(s) Knowledge, Skills & Experience (Essential): Attention to detail Data entry oriented Microsoft Office literate Phone skills easy communication Friendly and customer service oriented Knowledge, Skills & Experience (Desirable): See Core Competencies 6. ORGANISATIONAL RELATIONSHIPS/AUTHORITY ORGANISATIONAL RELATIONSHIPS Reports to: Marco Valinski Internal Contacts: All Staff External Contacts: All Clients and Prospective Clients ORGANISATIONAL AUTHORITY Decisions made in the position: Develop and recommend dialer schedules based on employee needs

5 Decide how and who information/messages should be distributed to 7. OCCUPATIONAL HEALTH AND SAFETY Employees are responsible and accountable for: Compliance with workplace policies and procedures for risk identification, risk assessment and risk control Active participation in activities associated with the management of workplace health and safety Identification and reporting of health and safety risks, accidents, incidents, injuries and property damage at the workplace Correct utilization of appropriate personal protective equipment 8. GENERAL RESPONSIBILITIES Daily: Daily maintenance in Collect! batch processing, calculate all totals, rebuild printable information Commission board update daily Collect! or numbers Mail distribution sort incoming mail and deliver to appropriate parties Mail return apply return mail to debtor accounts update accounts to reflect bad address status Message center direct the follow of all incoming messages phone, , fax, mail to appropriate parties Fax machine monitor incoming faxes & direct to appropriate places, gather and store fax reports, clear fax log, send faxes (as requested clients, new prospects, co-workers, etc.) Collection notices print, fold, stamp and mail all daily collection notices Dialer create dialer lists, create dialer broadcast, monitor broadcasts Client reporting Respond to individual client requests Respond to mass inquiries i.e. reports on all active files, agent lists, etc. ATB Recall lists Client maintenance communicate with client to determine their expectations regarding our services/reporting/communication etc. Act as intermediary between client and collector be main point of contact for clients to ensure collectors are not overwhelmed by client reporting Client follow up i.e. regarding payments, permission to sue status, response to collector messages, etc. (as requested by collectors) Maximizer enter new contact & maintain/edit current entries Respond to and create customer service cases Create/modify mailing lists Campaigns create, schedule and maintain automated campaign mail-outs Monitor printer to ensure paper is full and avoid printing on letterhead New business distribution distribute new business to collectors based on new business allocation criteria Prepare daily new business list for each collector and send to management

6 Webhost set up and maintenance of webhost accounts Attend to client requests updates, account adjustments, etc. Answers questions as an expert when asked. Offers knowledge to others in their area of responsibility Works to get new approaches accepted. Expresses Positive Expectations and Speaks of Team Members in Positive Terms. Be the first point of contact for all clients Weekly: Import dialer notes import notes from dialer to Collect! for dialers run in a given week Monthly: Prepare and send clients appropriate Spin down reports Credit Bureau Reporting Prepare accounts for credit bureau reporting batch process Create credit bureau logs & upload results to appropriate bureaus Create credit bureau spreadsheets for alternate bureaus & send to appropriate parties Fix errors analyze metro contacts and adjust information for accounts that have not been reported due to errors Create account status reports & send to clients (as requested by client) Organize and import client new business imports Client Dialer Programs - organize, schedule, create and monitor dialer, and provide results Other (case-by-case): Maintenance of postage machine monitor ink levels and add postage accordingly Manual updates update debtor credit bureaus to reflect adjustments (i.e. paid in full, delete from bureau, etc.) Credit card processing via Moneris online Debtor in-office payments assist debtors with making payment in office write out receipts, print letter (if applicable) Forward accounts to agent that are unable to be worked in our office Collect! trouble-shooting submit tickets for in office issues with Collect!! problem solve Transunion inquires pull Transunion reports (when requested) Online client tools Webhost and Uploader provide assistance and troubleshooting for client issues Create new rate plans for clients (as per management request) ACKNOWLEDGEMENT This job description has been designed to indicate the general nature and level of work performed by the employee. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.

7 Employee: Employee Name Direct Manager: Marco Valinski Signature: Signature: Prepared by: Date Issued: