Customer Service Liaison
4 weeks ago
We are seeking a highly organized and detail-oriented Customer Relations Associate to join our team at Global Bill and Fulfill Associate. This role will be responsible for facilitating the payment of and release of records to requestors, serving as an interface between Account Specialists and requestors to obtain and provide required information and documentation.
Key Responsibilities- Respond to customer inquiries through email and phone, providing timely and accurate information.
- Handle mail and faxes, addressing and sending outgoing communications as needed.
- Maintain the fax inbox and address faxes, ensuring prompt and efficient processing.
- Answer multi-phone lines to address requestor inquiries, listening and responding to voicemails.
- Contact requestors to obtain missing documents needed to process requests.
- Issue non-comply letters and proper service letters to inform requestors of incomplete or unfulfilled requests.
- Accept revision requests on invoices, submitting them to the appropriate client account specialists for processing and completion.
- Respond to portal inquiries, helping create new accounts, walking requestors through document retrieval, and notating portal issues for IT resolution.
- Respond to password inquiries, troubleshooting errors and helping requestors access records and replace damaged or non-functional CDs.
- Receive and return requestor phone calls, following up on customer letters and investigating payment information.
- Negotiate with requestors and make payment arrangements, adjusting orders and invoices as needed.
- Perform various administrative functions, such as recording changes in customer information, voiding orders, issuing credits, and filing and retrieving documents.
- Maintain a customer caller's log and distribute calls as necessary.
- Responsible for collection of returned checks and maintaining the log.
- Work closely with outside collection agencies, reviewing and approving payment reimbursement.
- Initiate collection actions by contacting requestors and getting invoices paid.
- Report daily billing orders via Excel spreadsheet and print daily orders for distribution.
- Ensure clients respond to requestor subpoenas and requests for records by following up with clients once contacted by requestors.
- Contact employees in the field to gain information on incomplete or incorrect records requests.
- Distribute received authorizations to appropriate locations for immediate processing.
- Reach out to Account Specialists for missing documents.
- Associates Degree
- Excellent communication skills
- Superb detail orientation and organizational skills
- Ability to be flexible and assist with miscellaneous projects as needed
- Comfort utilizing and navigating various computer software programs
- Excellent interpersonal skills to work effectively with requestors/clients and co-workers
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