NATURE AND SCOPE OF JOB
Under general supervision, provide excellent service to the organization’s customers by staying on top of compliance standards and regulations and keeping carriers up-to-date and compliant through daily data validation, quality control, addressing and resolving inquiries, and problem-solving to reach the best possible outcome, keeping both customer satisfaction and the organization in mind.
SHIFT DETAILS
Mon-Fri 9-6 or 10-7 for DST Adjustment
SALARY
$140,000-$160,000
TRAINING: Training and nesting will be on-site for 1–3 months, with the possibility of moving to remote based on performance.
DESCRIPTION OF DUTIES
- Responds expediently to inquiries via email or phone to the team while maintaining a positive working relationship. Able to work with all materials and all audiences and can bridge the tech/non-technical gap when applicable.
- Prioritizes and meets assigned deadlines, provides account information as requested, and escalates questions as appropriate.
- Recognizes and acknowledges a problem and works with the appropriate team members on an effective resolution.
- Communicates and coordinates areas of both compliance and non-compliance actionable items with FWS as necessary.
- Enters all required information into systems to create and maintain records and ensure accuracy and timeliness. Prepares documents, inquiries, and correspondence as needed.
- Accurately enters and processes data as provided to include the following:
- Maintain awareness of client-specific requirements as dictated by FWS.
- Gather web access level information and documents from the FWS platform.
- Data entry and validation.
- Provide accurate and timely information regarding client statuses and compliance to FWS.
- Recognize and correct inconsistencies in data and documents.
- Recognize intricate details of the account/services and any concerns or opportunities.
- Provide bi-weekly reports to FWS on critical file deficiencies.
- Maintains confidentiality on all personally identifiable information (PII) and related matters.
- Communicates and shares job knowledge with others and contributes to the team effort by accomplishing related results as needed.
- Understands and meets FWS service level agreements as outlined in the Master Service Agreement.
- Performs other duties as assigned or requested based on skill set.
MINIMUM QUALIFICATION REQUIREMENTS:
- 5 successful passes or more at CSEC or equivalent. A diploma in a related field is preferred.
- 1-2 years’ customer service experience or related field
- Typing Speed > 30 wpm and > 95% Accuracy
- English Assessment—'Higher 'Higher Intermediate and above
AUDITOR SKILLS:
- Excellent verbal and written communication skills with a strong focus on delivering exceptional customer service.
- Collaboration skills along with being friendly, personable, and results-oriented.
- Proven ability to exercise discretion and sound independent judgment when handling sensitive or significant matters.
- Must be able to manage multiple tasks efficiently while maintaining a professional and approachable demeanor with a diverse range of customers.
- Well-versed in Microsoft Office Suite, with hands-on experience using Outlook 365, Word, and Excel to support daily administrative and operational tasks.
- Ability to learn, understand, and utilize the company and department systems.
- Demonstrates the ability to analyze complex situations, identify key issues, and develop effective solutions in a timely manner.
- Adept at troubleshooting under pressure, collaborating with others to address obstacles, and implementing solutions that drive efficiency and results.
