Finance Help Desk Liaison
About The Position
We have an exciting opportunity to join our team as a Finance Help Desk Liaison. In this role, the successful candidate is responsible for the timely and accurate inbound receipt, documentation, classification, management and escalation or resolution of all issues presented to the Finance Help Desk from its customer base. This includes both employees and vendors (suppliers) of the NYUL Health System. These issues can be received in a variety of mediums including face to face, phone, voicemail, email, self service, fax and other. Additionally, Customer Service Representatives are responsible for providing information and education to customers that encourage adherence to NYULH policies and processes and are responsible to share insight into areas of potential improvement when themes or consistent issues are identified. Customer Service Representatives are expected to maintain the highest level of confidentiality while ensuring the best possible customer experience possible at all times.
Requirements
- Associates Degree (ideally in Finance or related field of study) or minimum of 2 years of call center, customer service or similar experience
- Proficient in spoken and written English
- Strong verbal skills; especially telephone etiquette and negotiation capabilities
- Ability to work independently
- Ability to maintain confidentiality
- Demonstrate analytical and technical ability and an orientation towards problem resolution and servicing
- Qualified candidates must be able to effectively communicate with all levels of the organization.
Nice To Haves
- Bi-lingual in Spanish is desirable
Responsibilities
- Efficiently organizes and manages tasks/projects
- Demonstrates creative thinking when seeking alternative solutions to process challenges and issues.
- Fosters a partnership between the Finance Help Desk and its customers - internally and externally to improve customer relations, service and processes. This includes not only the employees and vendors that are served by the Finance Help Desk, but also the colleagues within and across Finance that the Finance Help Desk serves as a central point of contact for.
- Through communication and education, encourage adherence to organizational policies and procedures. Provide input and feedback on internal processes that can be improved upon as trends or themes of recurring issues are identified
- Promote team environment through positive attitude, support and coaching to other help desk agents when needed and by encouraging an atmosphere of integrity and trust.
- Provide upon request check copies or payment documentation to payees by accessing appropriate banking or financial systems and sharing that information in a secure fashion with the requestor.
- Properly escalate all incidents that cannot be addressed within the FHD to appropriate subject matter experts (SMEs) and calling special attention when needed to high severity payroll and credit hold situations.
- Transcribe voicemails and assign categorization to self service, email or other unassigned cases for routing and proper handling and resolution.
- Provide highest level of customer service to all internal and external customers. This can be provided one on one, over the phone or via email and must maintain the highest degree of confidentiality.
- Accurately and thoroughly document all appropriate communications pertaining to employee and vendor inquiries and resolution in the case management system.
- Communicates clearly and concisely with customers in a professional and timely manner.
- Resolve all customer issues - leveraging templates and knowledge documents wherever possible - in a professional, qualitative and responsive manner
- Performs other duties as assigned.
Benefits
- financial security benefits
- a generous time-off program
- employee resources groups for peer support
- holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
