Operations Support Specialist II

CADEX•Ankeny, IA

4d•Hybrid

About The Position

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.

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) and 3 – 5 years’ experience in a clerical, office, or administrative role
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. 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.