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Operations Administrator – Non-Affiliate Collections

CardWorks Servicing LLC

This is a Contract position in Aiken, TX posted July 27, 2021.

The Operations Administrator oversees and performs tasks in support of the Collections management team for non-affiliated clients.

This role focuses on compliance and quality service through the complaint process for the Non-Affiliate Collections department and contributes to customer satisfaction by providing guidance to customers on their issues.

Job Requirements:
· Handles customer complaints (both written and verbal) for the Collections Non-Affiliated Clients department in adherence with all process and procedures
· Takes ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary
· Oversees multiple exception reports
· Develops and implements initiatives to improve customer services
· Analyzes and summarizes customer issues in order to prepare appropriate solutions/clarifications to respond to customers
· Analyzes customer support data to identify trends, potential opportunities and risks
· Analyzes customer issues in an effort to develop tools and processes geared towards increased customer satisfaction
· Focuses on compliance and quality service through exception processing and calibration monitoring
· Maintains the Non-Affiliated Clients Collection Department Procedural Document, including updating existing procedures and policies and incorporating any new information
· Monitors associate phone calls and recordings for quality purposes for compliance and accuracy
· Handles supervisor-level account issues
· Works closely with and provides details to management on associate development and performance concerns
· Performs follow-up call back functions as needed
· Handles associate level calls, as needed, to assist with call volume
· Assists with the handling of management level work queues, as needed
· Performs other duties and tasks as assigned

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