Processing Representative II

WSP•Costa Mesa, CA

1d•$20 - $20

About The Position

WSP is currently initiating a search for a Processing Representative II for our Costa Mesa, CA office. JOB SUMMARY The Processing Representative II (PR II) is responsible for assisting customer with special and /or challenging issues by performing detailed-oriented account research and case resolution. Assist customers in resolving complaints concerning billing or service rendered. The PR II also provides support in posting payments, processing returned mail, responding to inbound mail and pre-collections back up when needed. Processing Representative II may be reassigned on a long term or temporary basis to other shifts or other schedules to balance manpower or meet the needs of the company.

Requirements

Excellent phone etiquette
Excellent verbal communication skills
Excellent attendance and punctuality
Enjoy providing prompt and timely service to our customers
Possess strong interpersonal skills and have compassion and empathy for customer situations
Be energetic, self-motivated, and quick-thinking
Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment
Ability to read and comprehend normal instructions, correspondence, and memos
Ability to effectively present information in one‐on‐one situations to customers, clients, and other employees of the organization
Ability to apply common sense understanding to carry out detailed written or oral instructions
Ability to work flexible eight (8) hour shift between 8:00 a.m. to 6:00 p.m. Monday to Friday
Must be able to pass background and drug screenings
Ability to achieve and maintain departmental performance standards
High school diploma or general education degree (GED)
Six (6) months Customer service experience required

Nice To Haves

Bilingual Spanish is a plus
Bilingual Vietnamese is a plus

Responsibilities

Promote positive customer relations with customers and coworkers
Maintain a thorough knowledge and understanding of customer service center and operations to assist customers and resolve problems
Assist in processing returned mail
Assist in processing inbound mail which includes payment posting, account updates and account inquiries
Assist customers and violators in resolving open case inquiries in a timely manner
Assist customers and violators in resolving complaints concerning billing or service rendered in a timely manner
Assist customers and violators with special and/or challenging issues by performing detail-oriented account research and correspondence by mail/fax/e-mail in a professional and exceptional manner
Compile documentation for administrative hearing reviews
Assist with pre-collections services when required
Assist with customer service calls and overflow call handling when required
Consistently meet established productivity, schedule adherence, and quality standards.
Communicate effectively with a variety of people across various levels both within and outside the organization.
Make positive suggestions on improving and streamlining workflow processes and enhancing profitability
Develop a strong teamwork ethic
Follow communication procedures, guidelines, and policies
Other duties as assigned

Benefits

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.
Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

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