Bank Returned Items Specialist
General Purpose: Responsible for accurate and timely resolution of all bank returned items. Provides quality customer service to internal/external customers, while mitigating risk to the company. Educates clients, branches, product areas on the resolution process and provides alternate service options when necessary.
- Researches and resolves product and service issues from the field and clients. Handles client objections through the help of a mentor and manages the return to completion in order to recover as much lost revenue as possible using established standards and guidelines.
- Handles returns resolutions and inbound phone requirements to meet departmental standards.
- Performs the daily processing of all new and pending returned items for the assigned products.
- Handles the daily EDI payment report in conjunction with a mentor to ensure accuracy and timeliness of updates to avoid penalty assessment.
- Handles the daily payroll hold report in conjunction with their mentor to ensure accuracy and timeliness of updates to avoid service-related issues.
- Maintains daily call requirements based on the forecast provided.
- Maintains department policies/procedures to ensure daily compliance.
- Evaluates client status to determine the appropriate service that they are approved to use and mitigates risk and exposure to Paychex.
- Participates in ongoing training to enhance knowledge and skills.
- Ensures adherence to the Fair Debt Collections Practices Act, NACHA, and other regulatory agencies.