Operations Support Specialist II

CADEX•Ankeny, IA

4d•Remote

About The Position

OBJECTIVE The role of the Operations Support Specialist is to perform operational tasks for the Cadex Operations team which include but may not be limited to 1st and 3rd Party business lines. This role will include but is not limited to investigating and processing payments, managing manual claims, and addressing support tickets and requests from clients and collectors. PRIMARY JOB DUTIES Monitor Zendesk tickets to ensure timely, organized, and consistent responses to clients and collectors; manage all inbound communications, including escalations to clients for documentation, payment verification, and other requests Escalate requests to clients for documentation or confirmation of action to ensure all necessary information is obtained for thorough debtor account review and prompt collector response Assist the collections team by promptly providing relevant client-supplied information and maintaining accurate system records within the specified timeframe Review and apply account payments to the appropriate accounts in accordance with payment remittances and review account/payment history to avoid duplicate postings or misapplications; perform payment file validation to ensure accurate formatting, complete field requirements, and proper payment processing Process manual claims received from clients to ensure accurate entry and inclusion of all required documentation, enabling prompt resolution SECONDARY JOB DUTIES Process credit card payments for specified clients utilizing client systems Audit claim submissions to confirm proper data entry, file creation, and alignment with processing requirements Support clients using client specific systems as applicable for data feed download, document retrieval and payment verification and posting Publish and update operating procedures and training materials to ensure consistency, accuracy, and compliance Continuously seeking opportunities for process improvement and propose ideas Foster effective communication and collaboration between countries and cultures within all regions Assist in Operations Support project work as required Act as backup to other members of the Operations Support Department Maintain a high level of professionalism and confidentiality with all information entrusted with OTHER JOB DUTIES This position will perform other duties as requested. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without advanced notice. SUPERVISORY RESPONSIBILITY This position has no supervisory responsibilities. WORK HOURS It is essential that this position adhere to the assigned work schedule. This can be either a full-time position or part-time position: Monday through Friday, typically between the hours of 6:00am to 6:00pm EST/EDT, subject to change with advanced notice. Schedules and hours required vary by region, department, client, and/or team. Schedules will be assigned on an individual basis by the manager/supervisor of the position. TRAVEL No travel is expected for this position. WORK ENVIRONMENT This job operates either in an office setting or a remote work environment. This role may routinely use standard office equipment such as computers, headsets, telephones, webcams, photocopiers/printers, and related. The noise level in the office setting is limited to quiet and the work environment noise level will vary based on the individual’s remote work environment. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear and work with others through verbal and written contact. This is a largely sedentary role; however the employee is occasionally required to stand, walk, use hands, and reach with hands and arms. Specific vision abilities required by this job include general seeing and close vision. Repetitive motion is frequently required through typing and computer mouse usage. Mental requirements include simple and complex reading, simple and complex writing, memorization, analyzation, perception/comprehension, decision making, planning, independent action, and planning. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions. EEO STATEMENT) Cadex provides equal employment opportunities to all employees without regard to race, color, creed, religion, sex, age, national origin, disability, marital status, familial status, predisposing genetic characteristics, domestic violence victim status, gender identity or expression, pregnancy, sexual orientation or military status.

Requirements

Proficient in navigating computer software and MS Office
Time management and organization skills
Critical thinking skills.
Proficient communication and comprehension skills, including professional written and telephone communication.
Basic mathematical skills
Basic telephone and calculator skills
High School Diploma or general education degree (GED)
3 – 5 years’ experience in a clerical, office, or administrative role
This position requires fluency in the English language.

Responsibilities

Monitor Zendesk tickets to ensure timely, organized, and consistent responses to clients and collectors
Manage all inbound communications, including escalations to clients for documentation, payment verification, and other requests
Escalate requests to clients for documentation or confirmation of action to ensure all necessary information is obtained for thorough debtor account review and prompt collector response
Assist the collections team by promptly providing relevant client-supplied information and maintaining accurate system records within the specified timeframe
Review and apply account payments to the appropriate accounts in accordance with payment remittances and review account/payment history to avoid duplicate postings or misapplications
Perform payment file validation to ensure accurate formatting, complete field requirements, and proper payment processing
Process manual claims received from clients to ensure accurate entry and inclusion of all required documentation, enabling prompt resolution
Process credit card payments for specified clients utilizing client systems
Audit claim submissions to confirm proper data entry, file creation, and alignment with processing requirements
Support clients using client specific systems as applicable for data feed download, document retrieval and payment verification and posting
Publish and update operating procedures and training materials to ensure consistency, accuracy, and compliance
Continuously seeking opportunities for process improvement and propose ideas
Foster effective communication and collaboration between countries and cultures within all regions
Assist in Operations Support project work as required
Act as backup to other members of the Operations Support Department
Maintain a high level of professionalism and confidentiality with all information entrusted with
This position will perform other duties as requested.