Correspondence agent - united states, austin

the correspondence agent is responsible for processing reports, answering emails, and completing customer requests received via postal mail. this role ensures customers, both internal and external, are answered per contractual and process guidelines on a daily basis. this position requires collaboration between multiple department to resolve customer issues.

hours can be 8:00am to 5:00pm or 7:00am to 4:00pm

responsibilities:

resolve customer account issues via email within the service level agreement

organize, update and maintain accurate customer files and correspondence files

receive, sort, and process all correspondence and ensure it gets to the proper departments for processing

process all customer and external requests received via postal mail or fax related to customer account activity; i.e., opt-out from marketing unsolicited offers, account verifications, direct deposit forms

identify opportunities for process improvements in customer service that lead to higher standard of service

special projects as assigned

skills/education/experience:

must be proficient in ms word

high aptitude for resolving customer issues on a first call basis via written communications

excellent communication skills, both with written (proper grammar, spelling, and sentence structure) and verbal skills

ability to multi-task and work with minimal direct supervision, with an understanding of how to prioritize work load

must meet ongoing performance objectives for productivity, quality and resolution timeliness

positive / helpful attitude with both internal and external customers

knowledge of contact services industry best practices

bilingual/spanish preferred

as provided in netspend background check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws 

equal opportunity employer/veterans/disabled



the company will consider qualified applicants with arrest and conviction records

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