Associate - Operations

Act as a single point of entry for all cases (both emails and calls) related to:

• Credit and Underwriting activities include customer service support for providing credit line amounts, requests for increase and status
• Launch activities include customer service support for onboarding, validation calls, special projects and cards
• Invoice management activities include customer service support for authorizations, billing management and invoice processing
• Customer service activities include support for disputes, account changes, merchant reimbursements and web/portal activities
• Cash application and account receivables (A/R) management activities include customer service support for providing invoices, end-user guidance for payment application via portal and research
• Process and system governance activities to include customer service support for system issues / notices and spam
• Receiving, updating and/or logging all requests
• Routing the case to the appropriate person or entity in accordance with the Procedures Manual and the SLAs for Response and Resolution
• Escalating issues and requests to the appropriate person or entity for Resolution in accordance with Escalation procedures provided in the Procedures Manual

Minimum of one (1) year of contact center and customer relationship management experience as evidenced by applicable documentation

• Outstanding communication skills, both written and verbal
• Demonstrated ability to handle multiple tasks
• Excellent time management skills
• Computer skills, including typing
• English B2