Experience writing lesson plans preferred.
Minimum 2 years (3 years preferred) of payment exceptions and check processing experience within the last 5 years.High School Diploma or equivalent education is required.Process customer adjustments related but not limited to payments and fee adjustments.Exercise reasonable judgment in performing duties while maintaining processing and quality standards.Track and manage all internal reporting.Review and validate customers’ activities.Handle complex or special handling requests.Oversee balancing and various processes performed by the team.Oversee the distribution of work (prioritization when necessary).Make recommendations to the department supervisor on any matter affecting productivity, efficiency, service, or problem resolution.Document quality exceptions and provide both written and verbal feedback to representatives who have a quality exception.
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Write detailed task procedures, update existing procedures for process changes, and create procedures for new tasks.Train new representatives on Process Accounting procedures.Completion of daily quality monitoring of 13 departmental tasks, totaling over 775 monitoring cases per month.The individual must demonstrate high proficiency in the many aspects of the daily functions of the department and will be responsible for importing, transforming, and validating data with the purpose of creating robust processes that allow detailed analysis and monitoring of the department's KPIs. This Workflow Representative position will also serve as a backup to other team members responsible for allocating and ensuring the completion of tasks to the Process Accounting representatives, including but not limited to adjustments, transactions, and payments to credit card accounts. Credit One Bank is looking for a Process Accounting Workflow Representative who will be primarily responsible for daily quality monitoring, team training, the development of standard operating procedures, and providing quality feedback to Process Accounting representatives.
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