Overview
Manages Return Mail to ensure customer addresses are being verified and corrections are made to customer master records. Monitors workload to ensure timely and accurate handling of image documents. Processes and coordinates solutions to correspondence received from customers. Assists Return Mail Analyst in resolving complicated cases and provides extensive research where necessary. Develops and/or revises procedural manuals and supports changes in process. Conducts random quality audits on processed Return Mail. Develops and maintains reports for tracking data related to mail volumes. Monitors and tracks trends and provides monthly dashboards for management. |
Responsibilities
- Manages return mail volumes on a daily basis and allocates resources to process production work. Actively participates in discussions and/or meetings concerning team processes.
- Performs quality audits to verify accuracy of address verification systems. Oversees any necessary corrections and notes any problems or trends that indicate a gap in procedural documentation. Approaches management with possible solutions to enhance or correct issues.
- Serves as a first-line resource for team members to assist with processing questions, escalated complaint/cases, and problem solving and resolution. Answers questions providing clear, accurate instructions regarding processes and procedures.
- Communicates through clear, concise, and well-constructed written correspondence and verbal communication.
- Exercises independent judgement in defining the nature and scope of additional research/second level research by evaluating the most cost effective and logical next step.
- Resolves systems and production problems through detailed research and collaboration with technical staff or follow up when tickets have been submitted
- Provides prompt and courteous customer service to customers, including answering questions and researching problem cases.
- Upholds the highest level of integrity regarding compliance with all Company ethics, privacy policies and industry regulations.
- Verifies the accuracy of output, which may include preparing written correspondence prepared by Image SpReturn Mail Analyst.
- Ensures the National Change of Address is completed on a regular basis.
- Develops and/or revises procedural manuals and provides on-the-job training as necessary.
- Performs other job duties as assigned by management.
Qualifications
- Demonstrated strong verbal and written communication skills with the ability to successfully interpret and communicate business needs to internal or external customers in a clear, focused and concise manner. Experience must include strong telephone communication and etiquette skills.
- Proven experience working independently while handling high volumes and completing assigned tasks accurately and on a timely basis in a fast-paced environment. Accuracy is critical in updating administration systems, as correctly setting up the file can result in privacy violations and misdirected mail.
- Demonstrated experience working effectively with leading and motivating teams. This would include providing direction, coaching and effective feedback to team members.
- Demonstrated knowledge and experience with general research concepts. Provide examples of researching complex situations and utilizing internal and external resources to provide concise conclusion.
- Proven experience handling and resolving customer problems, where independent decision making and initiative were demonstrated.
- Demonstrated examples of flexibility when faced with changes in work procedures, including examples of grasping and initiating new concepts in the workplace.
- Demonstrated experience maintaining a calm and professional demeanor when handling stressful situations.
- Proven team leadership experience preferred.
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Work Setting: |
- This position works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
- Position requires substantial movement of wrist, hands and fingers for continuous computer work
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Educational Requirements: |
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Computer Skills and Knowledge of Hardware & Software Required: |
- Working knowledge of word processing, spreadsheet and email applications required.
- Previous experience with a professional imaging software package required.
- Working knowledge of research websites preferred.
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Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.): |
- Postal certifications preferred
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Position Demands: |
- Extended hours required during peak workloads or special projects.
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