TITLE: Client Services Liaison  

DEPARTMENT: Client Services

DIRECT REPORTS: NA

REPORTS TO:  Client Services Manager

FLSA STATUS: Non-Exempt, Full-Time

REVISED BY: Human Resources

DATE PREPARED:  5/17/13

DATE REVISED: 5/23/16 

PURPOSE:

Coordinates the communication between clients and Radius Global Solutions following client specifications.

DUTIES AND RESPONSIBILITIES:

• Processes incoming correspondences according to client specifications and documents the correspondence in the system.  
• Processes client requests for closing accounts (with the proper close code), future actions, returns, balance verifications, etc.
• Handles incoming emails and/or tickets from Client’s websites
• Adhere to the practices outlined in the Radius Global Solutions Information Security Management System.  Additionally, will:  
  1. On an ongoing basis throughout my employment, understand and promote the Radius Global Solutions Information Security Management System.  
  2. Be a full participant in the culture of security at Radius Global Solutions.
• Sends correspondences to the client following procedures set forth by the client, to include proof of previously paid amounts, legal accounts or any disputes that clients should be aware of.
• Documents all correspondence sent to client  on an excel sheet
• Communicates with the clients regarding requests from the agent and other departments within Radius Global Solutions for the return of accounts, checking on direct pays, verifying balances, etc.  Tracks requests to be sure correct information is received and forwarded to the requesting agent and/or department at Radius Global Solutions.
• Logs all disputes, fraud, previous  paid, VOD request per client

Reviews media that was received from the client ensuring all state regulations are met before sending.  

• Sends media to the customer when received.  Copies and files media and sends original to the customer or Authorized Third Party

• Sends response letters to the consumer or Authorized Third Party when applicable
• Maintains Desk in FACS following up with client on accounts where a dispute, VOD, Fraud, etc has been received.
• Works desk in FACS-keeping current and ensuring the account is handled in a timely manner and following the process set-forth by the client.  
• Client Audits-fulfills request that are received from Radius Global Solutions Audits.  
• Other duties as assigned.  

EDUCATION AND EXPERIENCE:

• High School diploma or equivalent required.
• One year experience preferred, must be familiar with basic computer and data entry functions.
• 1 year of prior collection environment experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent communication / interpersonal skills.  Ability to communicate with internal and external customers in a pleasant manner.
• Knowledge of MS Office.  
• Ability to use good judgment, use decision making skills, prioritize, be organized and pay attention to detail.
• Ability to handle confidential information.

WORKING CONDITIONS:

Standard office environment.