InComm

  • Correspondence Analyst, I (Call Centers)

    Job Location US-FL-Jacksonville
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in 30 countries. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

    About This Opportunity

    This position will be responsible for the analysis, troubleshooting and follow up on external customer correspondence. Position will also have audit and process completion components regarding specific policies outlined. Statistical calculation and reporting will be required as assigned. Keen awareness regarding specific customer and/or employee behavioral patterns or encumbrances needed to identify areas of potential improvement both internally and externally for higher customer satisfaction. Provide and maintain the highest level of quality and commitment to customer excellence to both internal and external customers.

    Responsibilities

    • Verification compliance audits providing necessary feedback to management for group and individual coaching regarding compliance and completion of card upgrades.
    • Tracking, analysis and reporting of internal and external web correspondence.
    • Provide timely, accurate and courteous responses to Web Inquiries with timeframe established by management. Typically 24 hours.
    • Compliance audit and completion of Efaxes including departmental routing, card upgrades and reporting as needed.
    • Assist with escalated calls as needed.
    • Assist with inbound calls as needed.
    • Initiate outbound calls as needed for customer follow up and/or resolution.
    • Assist with Idology checks for CSR’s as needed.
    • Maintain awareness of system speed and failures and communicate to Management for resolution
    • Handle special projects as necessary
    • Assist CSR’s with questions through proactive issue/problem identification and communication.
    • Shift:  Monday - Friday 10:00 - 7:00 pm

    Qualifications

    • Position involves the ability to work at a desk while using a telephone/headset and computer to talk and correspond with customers, Management, employees, corporate contacts as well as clients.
    • Must have previous Financial Services Call Center experience.
    • Must have previous experience in Financial Services process and procedures.
    • Must have previous experience in Financial Services policies and banking compliance requirements and regulations.
    • Must have demonstrated strong communication (written and oral), organizational, and time-management skill
    • Must be able to handle multiple tasks while working independently, as well as, interact well with others.
    • Microsoft Word and Excel knowledge required.
    • Must possess a strong work ethic and dependability a must.
    • Must be able to pass background and credit check in accordance with InComm’s certification requirements.
    • High School Diploma or Equivalent 

    Internal Candidates

    In most cases, a call center employee should be employed in his or her current position for at least six (6) consecutive months before being eligible for a voluntary position transfer within the Company. An employee’s performance is taken into consideration for any voluntary transfer; this includes no final corrective actions.

    In some cases, a call center employee may be considered for an internal transfer before reaching six (6) months of service if there is a business need. This is handled on a case by case basis and several factors are considered including but not limited to business need, performance and experience.

     

    InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

     

    This position is eligible for the Employee Referral Bonus Program

     

     

                                                                                                                                                                                    

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