Account Coordinator

POSITION SUMMARY:

The Account Coordinator is responsible for providing overall day-to-day client service and support to ensure effective execution of the overall client experience, as well as, project tracking duties, research and handling of account issues, composing client correspondence, creating presentations and assistance in maintaining a great partnership. As a member of the Account Coordination team, collaboration with internal teams is essential by pitching ideas, developing strategies and demonstrating problem-solving skills.

ESSENTIAL FUNCTIONS:

• Provides first level superior phone support to CCS’ client base by initiating and fielding inbound calls in a helpful and intelligent manner in order to maintain company professionalism standards.
• Attends to the needs of the client by seeking ways to add value to the relationship.
• Maintains knowledge of and compliance with all FDCPA, FCRA and compliancy regulations.

• Assists the Operations departments in gathering data and information on accounts and placements as needed.
• Requests and review for accuracy all supporting documents provided by clients.
• Cross trains on various levels of client systems to research payments, adjustment and provide general information to Operations and other internal teams.
• Reviews and investigate new business bypassed accounts for all directories and work with clients and internal staff to identify and correct.
• Manages all daily and weekly client reporting requirements/deliverables.
• Updates and maintains department job aids and training materials.
• Supports and maintains relationships with Account Management team to execute client guidelines and specifications.
• Comprehends and executes verbal and written directions from managers, directors and executives on client requirements and needs.
• Creates, maintains and submits Synergy requests for projects as well as daily, weekly and monthly tasks.
• Assists in the transition of tasks and assignments to better streamline workflows.
• Generates Power Point presentations and reporting for specific clients.
• Produces Excel spreadsheets detailing placement units, average balances and dollars collected.
• Manages relationships and the overall client experience with existing partnerships.
• Cross trains on Subrogation business to help assist the Account Coordination and Account Management teams in Portsmouth.
• Creates, reviews and delivers various clients month end reports.
• Provides backup resources for the Norwood reception area.
• Participates in various problem solving and decision-making activities requiring skills such as listening, speaking, reading, writing, analyzing, basic math, independent thinking, organization, prioritizing, planning and delegating.

• Completes special client projects upon request.
• Takes on additional tasks as time allows and as assigned by management.
• Coachability: Being receptive to feedback, willing to learn, embracing continuous improvement and is receptive and responsive to change.
• Ability to maintain consistent and regular attendance in accordance with an established schedule.
• Ability to work onsite/in-office in accordance with CCS and department policies and procedures.

QUALIFICATIONS:

• Minimum 1 year of client service, customer service or call center experience preferred.
• Strong interpersonal and verbal communication skills, along with professional customer service and telephone skills
• Basic understanding of Microsoft application suite including PowerPoint, Excel, Outlook and Word.
• Basic math and written communication skills.

EDUCATION REQUIREMENTS:

• High School Diploma or GED equivalent required, some college preferred.