Position Title:

Operations Support Representative

          Business Unit:   Operations Support

Reports To:

Operations Support Manager

       Location: U.S.                               

FLSA Class:

Non-Exempt, Full-time

        Revision Date:  April 2021

Summary

Provide customer service support for client accounts, process incoming mail and accounts to verify that they are workable, document changes. Maintain house collection desks and FACS web emails. Administrative tasks may include data entry, mailings and filing 

Essential Functions

• Sort incoming mail by payments received and correspondence
• Process outgoing mail
• Process mail return modules and mail forwards
• Review and send outgoing consumer emails
• Route incoming consumer emails to the proper departments
• Work and maintain house routes
• Review and report out internal exception reporting
• Help manage other tasks related to the Control Environment
• Maintain production average as directed by supervisor or manager
• Keep up-to-date knowledge, understanding, and compliance with governmental laws and regulations, with functional area, and with Company policies and procedures
• Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements
• Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices
• Adhere to all Company, Client and Consumer confidentiality and security policies and procedures 

Non-Essential Functions

Supervisory Responsibilities/Accountabilities

Requirements

• High School Diploma or General Educational Development (GED)  

• Excellent interpersonal and oral communication skills. Ability to listen and communicate (written and verbal) in a pleasant manner 
• Proficient experience using MS Office software
• Ability to effectively interact with all staffing levels, both internally and externally
• Ability to work effectively in a team fostered and multi-tasked environment. Strong attention to detail.  Must multi-task, prioritize and work efficiently
• Ability to work independently, self-starter, energetic, demonstrate good common sense, ethical and sound judgment, keep confidentiality and security procedures

Working Conditions

Work is generally performed within an indoor office environment utilizing standard office equipment 

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Extensive use of keyboards and computers 

Position Type/Expected Hours of Work

Some flexibility in hours is allowed, but the employee must be available during the department’s scheduled hours and guidelines, which may include at least one or two evening and/or weekend shifts. Full-time employees must maintain continuous full-time employment status. Because of the production-based nature of the job, employees must be able to adhere to