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Lead, Payment Services Job - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | farmers branch, Texas |
About this job
Posting Job Title: Lead, Payment Services
Requisition #: 172719BR
Posting Location: Farmers Branch, TX, US
Area of Interest: Finance/Accounting
Position Type: Full Time
Posting Job Description
Job Title: Lead, Payment Services
Location: Farmers Branch, Texas
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 Farmers Branch, TX.
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 exceptions, lockbox CDM, EBOX suspense account maintenance, mail processing, bank corrections, approve adjustments, payment batch approval/release, interdivisional tracking, managing faxes, credit card chargebacks, 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 (CSG), 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 Experience:
- High School Diploma or equivalent preferred
- Four to ten years related experience and/or training; or equivalent combination of education and experience
FCC Unit_TWC: 11551
Controlling Establishment ID: 00500 - Farmers Branch Senlac Dr
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
TWCFCO400
Requisition #: 172719BR
Posting Location: Farmers Branch, TX, US
Area of Interest: Finance/Accounting
Position Type: Full Time
Posting Job Description
Job Title: Lead, Payment Services
Location: Farmers Branch, Texas
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 Farmers Branch, TX.
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 exceptions, lockbox CDM, EBOX suspense account maintenance, mail processing, bank corrections, approve adjustments, payment batch approval/release, interdivisional tracking, managing faxes, credit card chargebacks, 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 (CSG), 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 Experience:
- High School Diploma or equivalent preferred
- Four to ten years related experience and/or training; or equivalent combination of education and experience
FCC Unit_TWC: 11551
Controlling Establishment ID: 00500 - Farmers Branch Senlac Dr
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
TWCFCO400
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