What are the responsibilities and job description for the Client Relations Lead Representative position at Optio Solutions, LLC.?
The primary responsibility of the Client Relations Lead is to provide training and cross-training of the Client Relations Representatives and to ensure that work is completed within guidelines. This includes assigning work to representatives, reviewing and evaluating work performed, answering department questions and resolving client issues before they are escalated to management. Lead will also assist with on-boarding of new clients, act as Account Manager to assigned clients, perform daily, weekly and monthly tasks as requested and assist with maintaining and updating written department policies, procedures and work instructions.
Job Duties
- Per the direction of the department management, assign work to Client Relations Representatives, review and evaluate work performed and coordinate tasks to ensure all tasks are completed
- Assists management with orientation and training of representatives when requested
- Ensure that client inquiries and requests are responded to within 24 hours of receipt
- Ensure that consumer disputes and bankruptcies are processed and reported to clients within 24 hours of receipt
- Monitor department workflow to ensure maximum productivity and efficiency
- Update and maintain account information
- Handling daily, weekly and monthly reporting functions
- Creating and sending letters, payment receipts, statements and other correspondence
- Handling incoming consumer and client phone calls
- Processing and documenting written account documentation and disputes
- Assist with on-boarding new clients
- Assist with maintaining and updating written department policies, procedures and work instructions
- Assist with daily operational tasks as needed
- Ability to establish and maintain positive working relationships with other employees
Required Skills and Abilities
- Typing at a minimum of 35 WPM
- Proficient in Microsoft Office applications (Word, Excel, Outlook, etc.)
- Ability to read and comprehend basic instructions, short correspondence and memos
- Ability to write simple correspondence
- Ability to effectively present information in on-on-one and small group situations
- Ability to apply common sense understanding to carry out instructions
- Detail oriented and organized
- Maintain confidentiality as outlined in the companys Confidentiality Agreement
- Work well independently and as part of a team
- Convey professionalism in all day-to-day activities
Education/Experience Required
- High School Diploma/GED
Optio Solutions, LLC. is a company focused on improving the ROI of clients and protecting their brands via extensive financial services experience, advanced technology, certified data security, legal compliance and professionally designated staff. Optio is a member of ACA International and the California Association of Collectors. The agency has offices in Petaluma, Calif. and Fargo, N.D.
Optio Solutions, LLC. offers a comprehensive benefits package, including Medical, Dental, Vision, Life, AD&D and LTD benefits, as well as a 401(k) program with company match. Additional benefits include Pet Insurance and Tuition Reimbursement. Paid time off consists of Holidays, Sick, Vacation, Bereavement and Birthday. Optio Solutions offers team-oriented departments and a diverse group of friendly, motivated people. We enjoy a business casual workplace, contests, events and more! EOE.
