Customer Enrollment Specialist

Job Details

Job Location:

Main Location
- Grand Rapids, MI 49512

Position Type:
Full Time

Education Level: High School

Salary Range: $18.41 - $22.30

Travel Percentage:
None

Job Shift: Day

Job Category:
Admin
- Clerical

Position Summary:

The Customer Enrollment Specialist supports the account management team and provides customer service to our Prepaid Distribution Partners (clients). The Customer Enrollment Specialist manages day-to-day responsibilities as well as completion of special projects assigned to this team.

• Answers and directs incoming calls for both the Customer Support and Finance department. Effectively manages customer expectations (e.g., reshapes incorrect/inappropriate assumptions, establishes realistic time frames, pushes back as necessary). Escalates to finance and/or other departments according to Standard Operating Procedures.
• Provides service to the client to ensure that the POS systems operate correctly; including running compliance reports to identify non-secure systems within the retail locations. This involves tying their account to a static IP or verifying their vendor number is connected to Elevate.
• Collects various contracts, business paperwork, banking information, etc. from clients. Ensures authenticity and verifies business formation for correct W-9 documentation and reseller permits for state tax compliancy according to each state. Contracts must be accurate and meet audit criteria according to Standard Operating Procedures.
• Reporting must be monitored by Salesforce to look for upcoming expired documents. Must be able to respect the handling of sensitive information and obtain required supporting documents as needed.
• Delivers administrative support during the onboarding process for all levels of the sales team while tracking and assisting those of a specific region, including contacting clients directly and assisting with any questions regarding document requirements.
• Organizes and prioritizes multiple department shared email inboxes, salesforce chatter communications and team messages. Monitors and flags all communications so that all requests are handled in a timely manner.
• Utilizing Salesforce platform, accurately enters information received by the sales team to initiate client request for approvals for new client locations.
• Offers expertise to clients about their Vendor Platforms which includes either epay account, the ordering website-Dashboard and their Elevate POS system.
• Generates reports utilizing internal databases, Excel for special projects, other departments, and clients.
• Maintains knowledge of Prepaid promotions, commission payment process and any system updates. Escalates questions to account managers as needed.
• Processes all account updates related to contact information and including bank changes.
• Must be able to adapt to process and procedure changes along with the industry changes that occur.
• Participates in end of the day procedures for closing and locking up the building.

• Support other departments with projects, as necessary.
• Other duties as assigned.

Specific Direction:
Follows established work procedures. Receives periodic checks for performance. Refers unique questions/conditions to immediate supervisor.

Supervisory Responsibilities:

No supervision:
No supervisory responsibilities

• High school diploma or GED equivalent required.
• 2 years College or work equivalent preferred but not required.
• One (1) to two (2) years of experience in Customer Service, preferred.

• Proficient in MS Office suite of products, and SharePoint.
• Ability to communicate effectively both verbally and in writing in a clear, concise, understandable…