Client Service Analyst
TSI
Centris, Quezon City, Philippines
2d ago

Description

Transworld Systems, Inc. is an industry leader for over 40 years, in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base.

Our 60,000 clients are empowered to successfully address immediate business needs, while facilitating long-term growth across the entire customer lifecycle.

Principal Responsibilities

  • Receive Client Service work assignments from Collection mainframe, complete data entry into Excel spreadsheet, determine and distribute account assignments to Client Service Liaison Team based on established parameters.
  • Act as a liaison between the client / firm and TSI departments to help ensure that goals are met.
  • Identify client needs to provide solutions.
  • Maintain daily telephone contact with assigned clients / firms and / or TSI Sales department representatives to ensure appropriate information is provided for the specific needs of each client.
  • When requested, receive incoming and place outgoing calls to Clients to obtain required information by Operations Division and to resolve any issues and concerns.
  • Phone communication up to 90% of time.

  • Complete monthly productivity and resolution reports and forward to Management and complete data entry of end of month reports into TSI format.
  • Maintain productivity and productivity goals and metrics.
  • Establish organization within department by coordinating and prioritizing activities, scheduling and training employees.
  • Maintain proactive communication between clients and representatives to assist in resolving issues.
  • Sustain operating standards by meeting deadlines for incoming work.
  • Provide daily feedback to associates regarding following correct procedures, maintaining compliance, and possible opportunity areas.
  • Act as first level Point of Contact (POC) to address escalated Accounts Receivable issues / calls.
  • Ensure quality, timeliness, and accuracy of product delivery by monitoring team activity and addressing any concerns.
  • Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations relating to job duties.
  • Knowledge, understanding, and compliance with TSI policies and procedures.
  • Maintain knowledge of functional area and company policies and procedures.
  • Provide feedback to management concerning possible problems or areas of improvement.
  • Make recommendations to implement improved processes.
  • Perform other duties as assigned by management.
  • Qualifications

  • High School Diploma or General Education Development (GED) certificate or equivalent relevant work experience desired.
  • 2 years of related experience required.
  • Excellent interpersonal, written, and oral communication skills.
  • Proficient personal computer skills including Microsoft Office.
  • Ability to uphold highest level of confidentiality.
  • Ability to direct and motivate others.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to work in a team fostered environment.
  • Ability to work in multi-tasked environment.
  • Ability to prioritize and organize work.
  • Ability to adapt to a flexible schedule.
  • Work Environment

  • Office environment.
  • Ability to lift and / or move 20 pounds with or without accommodation.
  • We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.

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