Correspondence Specialist II
San Diego, CA Professional Services
Job Type
Full-time
Description

The Correspondence Specialist II works closely with the Correspondence Supervisor and provides high-level, project-specific assistance related to correspondence and communications-focused activities. 


This is a support role responsible for managing a pipeline of escalated customer complaints and contributing to various improvement projects designed to increase the team’s efficiency. Thorough knowledge of Correspondence I job functions and responsibilities is required.


The Correspondence Specialist II must have excellent communication skills and interpersonal skills to work effectively and collaboratively. The ability to remain organized and flexible while multi-tasking and prioritizing is a requirement. The Correspondence II will work proactively in a fast-paced, results-driven environment that requires high attention-to-detail while exercising sound judgment.




Requirements

Verify and report daily, weekly, and monthly compliance and performance totals for all related correspondence tasks and activities 


Evaluate and audit internally flagged written and verbal communication from customers to ensure compliance with Fair Credit Reporting Act regulations as well as brand-specific Terms of Use policies


Audit and evaluate Correspondence Specialist I account handling and written customer communication against company standards; provide recommended coaching strategies and tips to improve agent performance and customer satisfaction


Prepare daily assignment schedules to ensure coverage of all correspondence tasks 


Assist Correspondence Supervisor with organizing, updating, and successful completion of special projects, including creating and updating SOP content; compiling customer profiles; and culling material for correspondence calibration efforts


Monitor and resolve pipeline of escalated customer complaints related to client-created Online Reputation Management initiatives designed to promote and maintain positive brand engagement


Create original email templates for Legal review; proofread edits made to existing email templates for internal approval. Correspondence Specialist, I edits made to existing email templates for internal approval


Assists in Correspondence Specialist I Capacity as needed 


Qualifications:

One or more (1+) years of customer service experience

Ability to type at least 45 wpm

High school diploma or equivalent

Minimum one (1) year of recent employee mentoring/coaching

Minimum one (1) year of recent correspondence experience preferred

Strong verbal and written communication skills

Must have excellent communication and interpersonal skills (listening, written, and verbal)

Problem Solving/Reasoning Ability:

Flexible and able to listen to details and interpret information, both written and verbal, to bring issues to

resolution and closure

Ability to adapt to changes and prioritize as necessary

Ability to multi-task and juggle many competing deadlines and priorities

Proficient in MS Office Suite (Outlook, Word, Excel)


Work Environment:

Paid Weekly

Competitive benefits package which includes - medical, dental, vision, long-term and short-term disability, life insurance, Flexible Spending Account, Employee Assistance Program

The company pays 80% of medical/dental/vision premiums (Employee Only)

401K with employer match (up to 4%)

Company-paid time off

An Extra Paid Day Off for Company Anniversary

11 paid observed holidays

Frequent fun company events and much more!!