Customer Support/Data Entry
The Correspondent is responsible for providing outstanding customer service to clients, customers (internal and external) and third parties via telephone and email.
The Correspondent ensures compliance with client’s program specifications and policies and procedures. Specific Correspondent duties may be dependent on the client(s) they support.
Correspondents must manage communications proactively to ensure the most effective and timely service is provided. The Correspondent may be required to assist with and / or perform all work assignments generally performed by other hourly PSG employees (Department Specialists, Account Specialists, Quality Assurance Specialists, and Claims Processors).
The Correspondent may also assist with special projects and the preparation of reports (routine and / or ad hoc).
Duties / Responsibilities :
- Serve as a contact for clients, customers and / or third parties of assigned PSG accounts.
- Receive, research, and resolve client questions and complaints. Facilitate oral and / or written communications to ensure clients receive timely, efficient and accurate service (thorough responses to all communications are required within one business day).
Maintain necessary documentation related to communications. Identify and review potential customer service issues with the Supervisor and proactively seek potential solutions.
- Review fund transactions; Ensure that client database is maintained and updated as necessary.
- Participate in creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level and to continue working for the company.
- Provide continual feedback about the effectiveness of processes and procedures to the Supervisor. Provide suggestions to improve area operations, efficiency, and service.
- Meet established performance expectations for quantity and quality of work performed.
- Assist various COOP and Incentive teams with claim and pre-approval processing that complies with policies, program guidelines, and turnaround commitments.
- Advise the Supervisor of any situation, issue, or problem that may impact customer service and / or company policy.
- Write, review, and present programming change requests to Supervisor. Oversee report quality, accuracy and data integrity.
Create and produce ad hoc client reports upon request.
- Manage client projects related to current business, special programs or new client installations.
- Attend on-site client meetings and / or visit clients off-site when requested.
- Act as team lead in the absence of the Account Specialist, when directed.
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