The Support Specialist reports directly to the Supervisor of Retention & Recovery. Retention & Recovery handles at risk accounts and accounts that have breached their contract with Rewards Network. The Support Specialist is responsible for preparing and organizing the daily workload for the Retention & Recovery team while keeping the sales organization and management informed of the status of accounts through reporting and email communication. There are several day-to-day clerical, processing, and administrative tasks involved to prepare and maintain the accuracy of the workload. The Support Specialist works very closely with Retention & Recovery, cross-functional teams, and outside third-party vendors. The primary purpose of this position is to provide clerical and administrative support to maximize the performance of Retention & Recovery.

Essential Duties and Responsibilities

Update reporting that accurately reflects the status of the daily inventory

Send out daily reports and monthly reports to Retention & Recovery, Sales, and Management reporting the status of accounts

Send out email communication to the sales organization on accounts where assistance is required

Process and post daily incoming payments to multiple systems

Verify monthly recoveries and “fixes” against collection targets

Process contract changes on merchant accounts

Analyzing accounts to make sure all steps have been completed by Retention before referring accounts account to the next stage of collection

Prepare files to forward to outside collection agency which includes gathering background facts parties to pursue, and balance.

Respond to inquiries related to collection accounts outsourced with our third-party collection agency

Maintain third-party portfolio with work-flow procedures to ensure accounts are being worked in regular intervals

Open and distribute mail and responsible for all outgoing mail for the team

 Position Requirements

Formal Education & Certification:

· High school diploma or G.E.D

· Approximately two years of administrative or clerical experience

· Familiar with collections

· Proficiency in Microsoft Office particularly Excel, Word, and Outlook

Personal Attributes:

Adaptability Skills

The ability to adjust very quickly with little down time to meet the obligations of the company. For example, if a policy change occurs in the department, having the ability to understand the changes and how it impacts the department and your role specifically is very critical. Applying that knowledge to your daily tasks is very important to maintain continuity as a key supporting role to Retention & Recovery’s performance.

Communication Skills

The ability to articulate questions, answers, issues, and suggestions by clearing laying out accurate and relevant information in a detailed way where there is little room for ambiguity. For example, the ability to lay a foundation while providing the relevant details so that your communications come together as a story: main topic, detail information, conclusion, and action if required.

Interpersonal Skills

The ability to build relationships and a rapport with management, peers, and third-party vendors. Having an active voice, relating to others, providing suggestions, and being engaged on a daily basis is very important to the culture and spirit of the team.

Organization Skills

The ability to organize and prioritize tasks/duties to add the most value to the overall performance of the team in the most efficient way possible. For example, if a payment needs to be researched and it is at the end of month and we are trying to get all payments posted, but you are working on a report that is not due to the following month, the priority is to research the payment first. Being able to able to make those decisions very quickly is very important to maximize the performance of the team. 

We connect diners to fantastic restaurant experiences by offering unique card-linked offers thanks to our ability to leverage advanced technology and powerful data analytics, while simultaneously providing value to our strategic partners' overall loyalty programs.

We work alongside our restaurant partners every day, sharing in the ebbs and flows of their business while helping them achieve their dreams. We provide marketing and financing that work with their business and are truly pay-for-performance. We help them increase revenue, traffic, and customer engagement. Importantly, our services do not require the merchant to discount or give away their products.

Even more, we enhance our partners' loyalty programs by offering a turn-key, scalable dining rewards program that is right for their business model and leverages their unique brand to help increase the value proposition for their customers.

Finally, we connect our millions of members to our participating restaurants, allowing them to earn the rewards they desire when dining out.

Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.