DNA Case Correspond.

AKC•Raleigh, NC

About The Position

The DNA Case Correspondent communicates with customers regarding DNA cases via letters, emails, and phone calls. These cases can vary in complexity, requiring clear explanations of AKC rules, regulations, policies, and procedures to resolve customer issues. The correspondent is responsible for setting up case files, composing appropriate correspondence, and researching complex DNA and registration issues. They manage DNA cases from initiation to completion, including querying and analyzing DNA reports for parentage verification, reporting findings to the DNA Analyst, and setting up case files with necessary referrals. The role involves responding to incoming correspondence, resolving problems, updating the Case system, performing research for customer numbers, and communicating with customers to facilitate issue resolution. Additional duties include data entry, verification, and assisting with printing and mailing DNA Certificates as needed. The position operates with autonomy, guided by established policies and procedures, with indirect supervision and work checked on a sample basis. Communication is primarily with external customers, requiring professionalism, as well as with internal customers. The correspondent is responsible for the equipment and resources used in their work.

Requirements

Ability to communicate through letters, e-mails and phone calls.
Ability to provide clear and concise explanations of rules, regulations, policies and procedures.
Problem-solving skills.
Ability to query and analyze DNA reports.
Ability to research registration and DNA records, using computer terminal or other sources of information.
Ability to compose, edit and generate appropriate letters, using templates.
Ability to read and evaluate a complete file.
Ability to determine the best way to resolve a problem expeditiously.
Ability to update the Case system.
Ability to perform related research tasks.
Ability to provide data entry and verification services.
Professional manner when dealing with customers.
Responsibility for equipment and resources used in course of own work.

Nice To Haves

Experience with DNA cases.
Familiarity with AKC rules, regulations, policies and procedures.

Responsibilities

Communicate through letters, e-mails, and phone calls to customers' inquiries dealing with DNA cases.
Provide clear and concise explanations of AKC rules, regulations, policies, and procedures and appropriate application of same in resolving customer’s specific problems.
Set up case files for DNA Operations and compose appropriate letters.
Research cases involving complex DNA and registration issues and customer numbers.
Work DNA cases from beginning to end.
Query and analyze DNA reports for parentage verification using problem-solving skills.
Report findings to DNA Analyst on litter exclusion notice form for authorization.
Review DNA reports once approved by analyst, set up case file and send appropriate letters and set necessary referrals on console.
Compose, edit and generate the appropriate letters, mostly using templates in the Letter Generating System (LGS).
Respond to incoming correspondence relating to existing files and cases, after reading and evaluating the complete file, determining the best way to resolve the problem as expeditiously as possible in light of the new incoming.
Reply/correspond to customers either by telephone, e-mail or letter.
Update the Case system in all instances of working cases to apply case activity, communications and customer file for stop and referral list.
Perform related research tasks for updating customer numbers.
Speak with customers when it would facilitate resolving any DNA issue as well as when the customer calls our office requesting a call back.
Provide data entry and verification services when demanded by DNA Operations workload.
Assist with printing and mailing DNA Certificates when demanded by DNA Operations workload.
Perform all other duties/projects assigned.