Operations Associate

Role & responsibilities

• Make needed changes within account records related to the receipt of bankruptcy notices, validation of debt requests, death certificates, debt consolidation requests, and military orders.
• Negotiate debt consolidation settlement agreements as outlined by guidelines and procedures.
• Accurately posts payments received from bank lockbox to system of record and ensures each payment batch is balanced daily
• Handle the clerical functions of processing debit card chargebacks.
• Must multi-task, including researching information through multiple systems, to make judgment decisions based on the data reviewed.
• Relentlessly ask questions of the tools used and accounts serviced to uncover anomalies and risks to the business and provide user and feedback to various teams across the company.
• Complete back-end exception tasks as requested by front-line agents
• Follow and apply Standard Operating Procedures (SOPs) appropriately.
• Perform other duties or tasks as assigned.

Preferred candidate profile

• Communication: Communicates clearly, in both verbal and written form.
  Ethics and Responsibility: Acts with dignity and respect, connecting with both internal and external partners. Gains confidence and trust of others through principled behavior.
• Flexibility/Adaptability: Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and customer experience. Ability to work extended hours/weekends as needed.
• Ownership: Achieves successful results by focusing on performance that enhances the customer experience and applies a sense of urgency in the effort to create value for the company. Is proactive in identifying opportunities for improvement in process, policies and customer service solutions.
• Teamwork: Builds effective working relationships and collaborates as a team player, using positive flow of communication when voicing concerns.
• Proficient in Microsoft Office Products (Outlook, Excel, Word)