Customer Enrollment Specialist

Description

Position Summary:

The Customer Enrollment Specialist supports the account management team and providing customer service to our Prepaid Distribution Partners (clients). The Customer Enrollment Specialist manages day to day responsibilities as well as completion of special projects assigned to this team.

Essential Responsibilities:

• Answers and directs incoming calls for both the Customer Support and Finance department. Effectively manages customer expectations (e.g., reshapes incorrect/inappropriate assumptions, establishes realistic timeframes, pushes back as necessary). Escalates to finance according to Standard Operating Procedures.
• Provides service to the client to ensure that the POS system operates correctly; including running compliance reports to identify non-secure systems within the retail locations.
• Fixes errors by mapping the IP address appropriately, corrects account numbers or tracks down missing paperwork.
• Delivers detail-oriented, technology driven, administrative support during the onboarding process for all account managers while tracking and assisting those of a specific region, including contacting clients directly and assisting with clients' questions outside of onboarding.
• Organizes and prioritizes multiple department shared email inboxes. Monitors and flags emails so that all email requests are handled in a timely manner.
• Utilizing Customer Relationship Management Systems (CRM & Salesforce), accurately enters information received by the sales team to initiate client request for approvals for new Prepaid Distribution Partner locations.
• Assists with finance projects related to the onboarding of new clients such as MDF and reimbursement program payouts, rent subsidies and working on Signage Projects for our new clients’ location buildouts.
• Collects various contracts, business paperwork, banking information, etc. from clients. Ensures authenticity, accuracy, and completion. Includes handling sensitive information.
• Generates reports utilizing internal databases, Excel and Access for special projects, other departments, and clients.
• Offers expertise to clients about their Vendor Platforms which includes navigating the (POS) Sales entry system, reporting, help desk & ordering.
• Maintains knowledge of Prepaid promotions, commission payment process and any system updates.
• Follows the off-boarding procedure for closing accounts; including taking actions such as, closing accounts in internal and external systems, verifying that all signage and fixtures have been removed, removing purchase controls and lower credit limits. Works with account managers and Prepaid Group to verify all off-boarding tasks have been completed.
• Participates in end of the day procedures for closing and locking up the building.

Non-Essential Responsibilities:

• Support other departments with projects, as necessary.
• Other duties as assigned.

Supervision Received:

Specific Direction: Follows established work procedures. Receives periodic checks for performance. Refers unique questions/conditions to immediate supervisor.

Supervisory Responsibilities:

No supervision: No supervisory responsibilities.

Qualifications

Education & Experience:

• High school diploma or GED equivalent

• One (1) to two (2) years of experience in Customer Service, preferred.

Other Knowledge, Skills & Abilities:

• Proficient in MS Office suite of products, and SharePoint.
• Ability to communicate effectively both verbally and in writing in a clear, concise, understandable manner.
• Ability to interact positively with a wide array of individuals from diverse cultural and socio-economic backgrounds.
• Ability to adjust priorities and manage time wisely in a fast-paced environment.
• Ability to pay close attention to detail.
• Ability to use problem solving skills and root cause analysis. Anticipates consequences of decisions and involves people appropriately in decisions that may impact them.
• Ability to understand complex documents with legal or tax language associated with business contracts.
• Ability to maintain confidentiality in business dealings.
• Ability to work independently and in a teamwork environment.

Core Competencies:

• Detail Oriented: Meticulous attention to all aspects of a situation or task and ensures accuracy in documentation and data.
• Customer Orientation: A desire to serve clients by focusing efforts on listening and responding effectively to customer questions, resolving customer problems to their satisfaction, and evaluating customer satisfaction.
• Team Player: Ability to be an active participate of a team and move the team toward the completion of goals.
• Written Communication: Ability to write letters, reports, articles , and e-mails using clear and concise vocabulary, style, grammar, and punctuation.
• Problem Solving: Ability to recognize courses of action which can be taken to handle problems or potential problems, and applying contingency plans to solve those problems.

Salary : $16 - $21