JOB FUNCTIONS OF THE CLIENT SERVICES DEPARTMENT



45720365760OBJECTIVE- to respond to client issues in a professional, competent manner within 2 business days or follow up date, thereby improving client retention and satisfaction.00OBJECTIVE- to respond to client issues in a professional, competent manner within 2 business days or follow up date, thereby improving client retention and satisfaction.JOB FUNCTIONS OF THE CLIENT SERVICES DEPARTMENT-666753206115CDR FLOW001 - Client Issues Process CDR PY001 - Refund PolicyCDR REF002 - Client Payment Options & GuidelinesCDR REF003 - Policy for Changing Payment Due Dates and ACH Start DateCDR SOP001 - ACH Set Up and Removal ProcessCDR SOP003 - Processing Electronic Creditor Drop Notices, Balance Verifications and MessagesCDR SOP007 - Updates to Payment SchedulesCDR SOP008 - Deactivating Accounts / Reallocating Funds from Paid Off Accounts to Other AccountsCDR SOP009 - Client Payoff ProcedureCS FLOW003 - Client Services Account Management Process CS REF009 - Reference Sheet for Processing Legal Accounts, LPOA Issues and Payment Only AccountsCS REF010 - Reinstate Reference SheetCS REF020 - Adding a ProxyCS SOP011 - Switching Existing Creditors and Updating Account NumbersCS SOP016 - Accounts in CollectionsCS SOP049 - Enrollment Fee UpdatesCS WK012 - Follow Up DatesPY REF001 - Response Time PolicyPY REF002 - Client Payment Due Date Policy PY REF003 - Policy for Changing Payment Due Dates and Disbursement DatesRC SOP014 - Split Account ProcessRC SOP015 - Adding Accounts for Existing Clients RC WK005 - Add Account Form00CDR FLOW001 - Client Issues Process CDR PY001 - Refund PolicyCDR REF002 - Client Payment Options & GuidelinesCDR REF003 - Policy for Changing Payment Due Dates and ACH Start DateCDR SOP001 - ACH Set Up and Removal ProcessCDR SOP003 - Processing Electronic Creditor Drop Notices, Balance Verifications and MessagesCDR SOP007 - Updates to Payment SchedulesCDR SOP008 - Deactivating Accounts / Reallocating Funds from Paid Off Accounts to Other AccountsCDR SOP009 - Client Payoff ProcedureCS FLOW003 - Client Services Account Management Process CS REF009 - Reference Sheet for Processing Legal Accounts, LPOA Issues and Payment Only AccountsCS REF010 - Reinstate Reference SheetCS REF020 - Adding a ProxyCS SOP011 - Switching Existing Creditors and Updating Account NumbersCS SOP016 - Accounts in CollectionsCS SOP049 - Enrollment Fee UpdatesCS WK012 - Follow Up DatesPY REF001 - Response Time PolicyPY REF002 - Client Payment Due Date Policy PY REF003 - Policy for Changing Payment Due Dates and Disbursement DatesRC SOP014 - Split Account ProcessRC SOP015 - Adding Accounts for Existing Clients RC WK005 - Add Account Form-666751605915CDR REF001 - Proposal Acceptance DefinitionsCDR FLOW002 - Processing a Manual IncreaseCDR SOP004 - Updating Creditor Payments and BalancesCS SOP011 - Processing an Increase RequestCS SOP034 - American Express Second Look Proposal ProcessCS SOP035 - Creditor Verification ProcessCS SOP037 - Proposal ProcessCS SOP043 - Bank of America Date Range Report00CDR REF001 - Proposal Acceptance DefinitionsCDR FLOW002 - Processing a Manual IncreaseCDR SOP004 - Updating Creditor Payments and BalancesCS SOP011 - Processing an Increase RequestCS SOP034 - American Express Second Look Proposal ProcessCS SOP035 - Creditor Verification ProcessCS SOP037 - Proposal ProcessCS SOP043 - Bank of America Date Range Report-66675215265CS WK010 - Proposal FormCDR SOP002 - Upload Mastercard RPPS FilesCDR SOP005 - Process for Queuing Proposals and Sending Messages to CreditorsCS SOP017 - Sending Proposals to CreditorsCS SOP040 - Releasing Bank of America ProposalsCS SOP045 - Downloading the Return Files From Mastercard00CS WK010 - Proposal FormCDR SOP002 - Upload Mastercard RPPS FilesCDR SOP005 - Process for Queuing Proposals and Sending Messages to CreditorsCS SOP017 - Sending Proposals to CreditorsCS SOP040 - Releasing Bank of America ProposalsCS SOP045 - Downloading the Return Files From Mastercard48234603804920HARD SKILLSComputer Knowledge of:Microsoft WordCredit SoftEmail00HARD SKILLSComputer Knowledge of:Microsoft WordCredit SoftEmail48329851589405SOFT SKILLSCompetenceListening AbilityCustomer Service SkillsCommunication SkillsResearch SkillsTelephone SkillsPatienceOrganizational SkillsDetail-OrientedMulti-Tasking AbilitiesBasic Math00SOFT SKILLSCompetenceListening AbilityCustomer Service SkillsCommunication SkillsResearch SkillsTelephone SkillsPatienceOrganizational SkillsDetail-OrientedMulti-Tasking AbilitiesBasic Math4829175215900TOOLS NEEDEDComputerPhoneOffice EquipmentSystem ApplicationsFax Machine00TOOLS NEEDEDComputerPhoneOffice EquipmentSystem ApplicationsFax Machine2695575558165Print and send proposals.00Print and send proposals.26955753573780Field calls / correspondence from clients and creditors. Accept and note client issue in Credit Soft.00Field calls / correspondence from clients and creditors. Accept and note client issue in Credit Soft.26955752114550Follow up on proposal acceptance status.00Follow up on proposal acceptance status.42062407324725Manager randomly audits to ensure accurate and complete resolution.00Manager randomly audits to ensure accurate and complete resolution.46653455761990004341495576135500233743555613300026974806574155Provide continuing financial education periodically and as needed.00Provide continuing financial education periodically and as needed.346329059093100026936705342255Address and resolve through appropriate investigation and actions00Address and resolve through appropriate investigation and actions346900542786300023564852237105002337435709930003474720256794000347472083058000DOCUMENTATIONJOB FUNCTIONS ................
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