Lead, Payment Services Job

Posting Job Title: Lead, Payment Services

Requisition #: 172560BR

Posting Location: Columbus, OH, US

Area of Interest: Finance/Accounting

Position Type: Full Time

Posting Job Description

Time Warner Cable currently seeks a Lead Representative for our Payment Services Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

The location for this position is Columbus, OH.

Position Summary

The Lead is responsible for efficient and accurate processing of "back office" transactions as well as customer facing activities. Provides support to front line representatives. The position is a Payment Services developmental opportunity in preparation for promotional opportunities within TWC.

Essential Job Functions

Analyzes, interprets and resolves customer problems that relate in any way to Banking Services tasks

Handles to completion escalated customer concerns ensuring resolution in a timely and accurate manner; includes contacting customers as necessary and interacting with management team members in other TWC departments

Areas of support may include:

Refunds, lockbox balancing/posting, lockbox exceptions, lockbox CDM, lockbox suspense account

maintenance, processing EFT payments including 3rd party collection payments, mail processing,

bank corrections, open payment batch review, interdivisional tracking, small credit balance write-

offs, managing faxes, credit card chargebacks, monitoring/balancing credit/debit card reject batches,

return payment processing including Check Velocity, filing, assigning IssueTrak tickets, resolving

IssueTrak tickets, performing research to resolve questions posed by the RAC and handling customer

escalations by sharing responsibility for monitoring the escalation queue and providing customer call

backs

Provides reporting to supervisors/managers which assists them in monitoring the performance of Banking Services Representatives

Tracking/reporting daily metric results including # of IssueTrak tickets outside SLAs, # of tickets not assigned by representatives, # of tickets completed by each representative by day and MTD, and # of tickets by type/status

Works closely with new representatives and assists with briefings, trainings, or other coaching opportunities as needed, and provides feedback and trending information to supervisors or managers as appropriate

Observes representatives to ensure the representatives are following company policies and procedures and reports discrepancies back to the supervisors/manager

Promotes TWC goals for Banking Services, provides guidance to representatives toward attaining these goals, and meeting individual and team goals within the department

Demonstrates support for excellent customer service and assists in building a team environment

Works with Banking Services supervisors and managers to identify training needs and develop training programs

Identifies and presents opportunities for improved operational procedures inside and outside the department and improved performance to supervisors and managers on an ongoing basis

Remains proficient in all representative responsibilities. Covers representative tasks as needed

Develops and implements best practices that contribute to improved operations and customer satisfaction

Assists with projects including assisting with implementation of new processes

Job Requirements:

Excellent computer and computer software skills are needed, including industry specific billing system (ICOMS), Microsoft Office, Excel and Word

Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists

Excellent written and oral communication skills, organizational skills and interpersonal skills are required in order to communicate effectively and professionally with internal and external customers

Requires self-motivation, accuracy, problem solving and the ability to perform effectively in a fast paced customer service environment

Strong attention to detail and proven record of follow-through on assigned tasks and excellent decision making skills

Education and Exp:

High School Diploma or equivalent preferred

Four to ten years related experience and/or training; or equivalent combination of education and experience

TWCCB

FCC Unit_TWC: 0534

Controlling Establishment ID: 00731 - Columbus Dublin Rd

More on TWC:

Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status

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