This customer service position will be responsible for addressing purchase compliance inquiries and requests, providing effective customer communication and support through various channels, and ensuring adherence to statutes, rules, and compliance with policies and procedures.
The primary duties for this position include the following: • Review account expenses and complete account closures • Conduct audits on randomly selected accounts to assess program compliance • Identifying potentially fraudulent activity and/or the need for referral to collections • Participate as a witness in programmatic appeals as required • Collaborate with team leads and manager to address purchase compliance inquiries and requests in a fast-paced environment with shifting priorities • Provide effective communication and support to customers through various channels including order submissions, HelpDesk tickets, and phone calls • Work with the team to ensure adherence to statutes, rules, and compliance with the program's Handbook, contributing to the achievement of the team's goals and expectations • Research and escalate constituent concerns, utilizing systems and tools to verify compliance standards and interpreting data to ensure accuracy and completeness
Skills Required : • Excellent customer service and communication skills (both verbal and written) • Strong problem-solving abilities and attention to detail • Effectively prioritize tasks and work in a fast-paced environment • Work collaboratively with team members and management • Proficiency in Microsoft Office Abilities: • Work independently and without supervision when required or needed • Utilize electronic systems and other tools/resources • Clearly communicate rules and regulations, legislative guidelines, and program policies to external stakeholders • Capacity to handle customer inquiries and concerns through various communication channels • Capability to support leadership in reporting data and metrics when needed
Experience Required :
:• Customer service principles and practices • Understanding of fraudulent activity detection and escalation processes • Account review processes • Applicants with a degree in business administration, accounting, audit, finance, and/or combination of training and relevant experience to the field are preferred.
Education Required :
Associate degree or higher within a field appropriate to the assignment from an accredited college and/or experience