Case Management Specialist

Position Summary

This position is responsible for answering routine telephone and case customer inquiries in a professional, customer-oriented manner by following standard scripts and procedures. Must have an ongoing knowledge of company policies/guidelines as directed by management; and remain flexible and willing to adjust to other duties of the CSC based on business needs. Other duties to include notice quality review, image review, and customer case management.

Essential Duties and Responsibilities

• Answers incoming calls and makes any necessary follow up outbound calls.
• Documents phone calls and actions in the database.
• Receives and processes account update requests from inbound phone calls and mail, as directed.
• Records individual completed daily work statistics and identifies call trends.
• Makes outbound calls when requested.
• Preforms notice quality review activities when assigned.
• Performs image review when required.
• Knowledgeable in the processing of toll transactions and video bills in the system: receives, processes, and deposits payments; updates accounts and video bills as to their status; and opens new accounts.
• Takes credit card payments over the phone for accounts, video notices, and new accounts.
• Researches and resolves customer issues.
• Processes and fills out multiple types of forms.
• Responds to and generates correspondence via fax, mail, and email.
• Negotiates payments and fee reductions up to their established limits.
• Performs data entry.
• Works in a multi-shift environment
• Must be willing to work periodic weekend hours and overtime as required.
• Troubleshoots situations accurately, quickly and efficiently for customers on the phone.
• Helps other departments with their tasks when inbound call volume is low.
• Maintains an above average attendance record.
• Performs other tasks as assigned.

Qualifications/Requirements

• High school diploma or GED Certificate is required.
• One to two years related supervisory experience in customer service and/or retail industry; or equivalent combination of education and experience.
• Excellent communication skills.
• Clear and professional speaking voice.
• Strong process, analytical, and organizational skills.
• Demonstrated productivity in a team environment, focusing on customer satisfaction.
• Highly developed sense of integrity and commitment to operational excellence.
• Must possess strong computer skill-sets with emphasis on MS-Office products such as Excel, Access, PowerPoint, and Word are highly desirable.