Customer Solutions Representative 2

Job Description

Job Description

Associate\'s degree in business or equivalent combination of education, training and experience. Typically possesses three to five years experience resolving problems for customers and answering customer questions regarding Company programs, policies, and procedures. Demonstrated ability to tactfully resolve moderately complex issues. Under limited supervision, processes incoming orders. Receives, evaluates, and answers customer inquiries (phone or correspondence) of a moderately complex nature. Tasks require some judgment. Typically requires a high school education or equivalent and three to five years experience. Normally reports to the Customer Service Supervisor. (Add software requirements) Excellent organizational skills, high attention to detail and exceptional customer services skills required.

Day-to-Day Responsibilities / Workload

Responsible for clearing payment exceptions pertaining to the electronic payment channels : Electronic Funds Transfer; Authorized Payment Agencies; Direct Payment; Electronic Data Interchange; Quick Check; Credit / Debit Card; and .com.

Helps to resolve payment inquiries received by customers directly and through system generated orders.

Utilizes internal and external tools designed towards researching payments and determining their intended destination.

Works with s banking relationships and vendors to return unidentified payments to the originator when necessary.

Completes a daily reconciliation between SAP-ISU and the General Ledger using Bank deposit data to validate accurate financial reporting.

Issues customer refund drafts for lost, stolen, or uncashed refunds. Works to process fraud documents with the appropriate internal groups.

Required Skills / Attributes

Three (3) years of experience in customer service and resolving customer inquiries.

Ability to change course when an urgent matter arises.

Good Written, Verbal and Communication Skills

Ability to communicate complex issues well both in writing and verbally

Desired Skills / Attributes

Experience with SAP applications

Experience with the payment processes and / or banking knowledge.

Ability to apply logic to a scenario and pull upon previous occurrences

Education Requirement

A. High School Diploma or Equivalent