Customer Enrollment Specialist

Position Summary:

The Customer Enrollment Specialist supports the account management team and provides customer service to our Prepaid Distribution Partners (clients).  The Customer Enrollment Specialist manages day-to-day responsibilities as well as completion of special projects assigned to this team.

Essential Responsibilities:

• Answers and directs incoming calls for both the Customer Support and Finance department. Effectively manages customer expectations (e.g., reshapes incorrect/inappropriate assumptions, establishes realistic timeframes, pushes back as necessary).  Escalates to finance and/or other departments according to Standard Operating Procedures.
• Provides service to the client to ensure that the POS systems operate correctly; including running compliance reports to identify non-secure systems within the retail locations. This involves tying their account to a static IP or verifying their vendor number is connected to Elevate.
• Collects various contracts, business paperwork, banking information, etc. from clients. Ensures authenticity and verifies business formation for correct W-9 documentation and reseller permits for state tax compliancy according to each state.  Contracts must be accurate and meet audit criteria according to Standard Operating Procedures.
• Reporting must be monitored by Salesforce to look for upcoming expired documents. Must be able to respect the handling of sensitive information and obtain required supporting documents as needed.
• Delivers administrative support during the onboarding process for all levels of the sales team while tracking and assisting those of a specific region, including contacting clients directly and assisting with any questions regarding document requirements. 
• Organizes and prioritizes multiple department shared email inboxes, salesforce chatter communications and team messages.  Monitors and flags all communications so that all requests are handled in a timely manner.
• Utilizing Salesforce platform, accurately enters information received by the sales team to initiate client request for approvals for new client locations. 
• Offers expertise to clients about their Vendor Platforms which includes either epay account, the ordering website-Dashboard and their Elevate POS system.
• Generates reports utilizing internal databases, Excel for special projects, other departments, and clients.
• Maintains knowledge of Prepaid promotions, commission payment process and any system updates. Escalates questions to account managers as needed.
• Processes all account updates related to contact information and including bank changes.
• Must be able to adapt to process and procedure changes along with the industry changes that occur.
• Participates in end of the day procedures for closing and locking up the building.

Non-Essential Responsibilities:

• Support other departments with projects, as necessary.
• Other duties as assigned.

Supervision Received:

Specific Direction: Follows established work procedures. Receives periodic checks for performance. Refers unique questions/conditions to immediate supervisor.

Supervisory Responsibilities:

No supervision: No supervisory responsibilities

Education & Experience:

• High school diploma or GED equivalent required. 
• 2 years College or work equivalent preferred but not required.  
• One (1) to two (2) years of experience in Customer Service, preferred.

Other Knowledge, Skills & Abilities:

• Proficient in MS Office suite of products, and SharePoint.
• Ability to communicate effectively both verbally and in writing in a clear, concise, understandable manner.
• Ability to interact positively with a wide array of individuals from diverse cultural and socio-economic backgrounds.
• Ability to adjust priorities and manage time wisely in a fast-paced environment.
• Ability to pay close attention to detail.
• Ability to use problem solving skills and root cause analysis. Anticipates consequences of decisions and involves people appropriately in decisions that may impact them.
• Ability to understand complex documents with legal or tax language associated with business contracts. 
• Ability to maintain confidentiality in business dealings.
• Ability to work independently and in a teamwork environment.

Core Competencies:

1. Detail Oriented: Meticulous attention to all aspects of a situation or task and ensures accuracy in documentation and data.
2. Customer Orientation: A desire to serve clients by focusing efforts on listening and responding effectively to customer questions, resolving customer problems to their satisfaction, and evaluating customer satisfaction.
3. Team Player: Ability to be an active participate of a team and move the team toward the completion of goals.
4. Written Communication: Ability to write letters, reports, articles , and e-mails using clear and concise vocabulary, style, grammar, and punctuation.
5. Problem Solving: Ability to recognize courses of action which can be taken to handle problems or potential problems, and applying contingency plans to solve those problems.

Salary : $18 - $22