Processing Representative II

Processing Representative II

WSP is currently initiating a search for a Processing Representative II for our Costa Mesa, CA office. The Processing Representative II (PR II) is responsible for assisting customers 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.

Duties And Responsibilities

Include some or all of the following. Supervisor may assign other duties as needed :

• 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

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required :

Physical Demands

Ability to safely and successfully perform the essential job functions consistently with the ADA, FMLA (Family Medical Leave Act) and other federal, state, and local standards, including meeting qualitative and / or quantitative productivity standards. Ability to adhere to strict attendance requirements. Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds. Must be able to lift, carry, walk, and stand. Vision for reading, recording, and interpreting information. Frequent speech communication, hearing and listening to maintain communication. Daily use of computer and keyboard, standard office equipment and telephone. Ability to access, input, and retrieve information from the computer. Frequent hand / eye coordination to operate computer keyboard and office equipment. Noise level in the work environment is quiet to moderate.

Supervisory Responsibilities

This position has no supervisory responsibility

Education And / Or Experience

High school diploma or general education degree (GED) Six (6) months Customer service experience required Bilingual Spanish is a plus Bilingual Vietnamese is a plus

WSP Benefits

WSP provides a comprehensive suite of benefits focused on 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.

Compensation

Expected Pay : $20 / hr Additional $0.50 / HR for bilingual in Spanish or Vietnamese

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.