General Summary:

The Member Service Associate position is responsible for greeting and screening visitors and processing payments for services. Receives and records customer payments via mail, over the phone, in-person, and online, including scanning, processing automatic payments, etc. This position is a primary point of contact for customers with the National Lifeline Accountability Database (NLAD) program with enrollments, discounts, documentation, research, and resolutions. Performs a wide variety of office duties and administrative activities. Supports staff and department heads for projects.

 

Essential Job Functions:

• Provides customer service by assisting customers with payments, payment plans, and returned equipment.
• Promotes auto pay and web statement options to new and existing customers.
• Performs collection functions on delinquent accounts, including call notify and non-pay disconnect processes, and monitoring payment arrangements.
• Handles disconnect and reconnects of services of customers with late payments.
• Adheres to the Company's call and chat protocols for all customer communication.
• Ensures the protection of the privacy of information contained in member accounts.
• Demonstrates an upbeat customer service approach during interactions with both customers and co-workers to foster positive relationships.
• Prepares and sends a variety of correspondence to the customer including informational packets, CPNI letters, etc.
• Performs duties associated with payphone reporting, credit refunds, and returned mail.
• Coordinates office supply inventory by tracking supply usage and ordering supplies as needed.
• Ensures accurate balancing of cash drawer and prepares bank deposits.
• Picks up and distributes mail, maintains postage funds, completes updates to the postage meter, orders postage supplies, and processes daily mail.
• Assists customers with NLAD applications and the enrollment process to resolve questions and possible roadblocks.
• Process daily NLAD enrollments, calculating and adding discounts to service.
• Communicates with the Universal Service Administrative Company (USAC) to resolve discrepancies that prohibit NLAD customer enrollment issues.
• Monitors NLAD non-pay customers through the 90-day grace period before disconnecting.
• Complies with federal, state, and company policies, procedures, and regulations.
• Provides support and assistance, as required, in training new members of the team.
• Supports all staff and department heads for special projects and/or events.
• Must be able to work on-site at a Golden West designated reporting location.
• Must be willing and able to travel to and from other Golden West business offices, as needed, to perform customer service functions.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

 

Knowledge, Skills & Abilities:

• Working knowledge of basic accounting principles and practices.
• Knowledge of Company services, products, policies, and procedures.
• Knowledge of general office procedures, practices, and equipment.
• Ability to analyze volumes of data and identify problems/errors, and ability to correct or resolve them.
• Ability to accurately count and handle currency.
• Ability to adapt to a rapidly changing environment.
• Ability to operate various office equipment such as computer, 10-key calculator, copier, scanner, and multi-line telephone systems.
• Ability to communicate well with customers, co-workers, and various business contacts in a positive and friendly manner, both orally and in writing.
• Ability to prioritize and multi-task. Must be well organized and pay close attention to detail and accept responsibility for and work under occasional stressful situations with frequent interruptions.
• Ability to demonstrate dependability through good attendance and adherence to timelines and schedules.
• Ability to maintain strict confidentiality guidelines by Company policy.
• Ability to read and interpret a variety of instructions furnished written, verbal, and in diagram or schedule form.
• Ability to work independently and maintain efficient workflow.
• Ability to effectively function as a team player and project a positive attitude.
• Ability to make decisions by established Company policies and procedures.
• Ability to sit and/or stand for long periods processing payments and entering data at a computer.

Education and/or Experience:

• High School diploma or equivalent, plus one year of customer service and/or sales/marketing experience. Basic computer experience is required.

Certifications, Licenses, and Registrations:

• Must have, or be able to obtain, and maintain a valid South Dakota driver’s license, have an excellent driving record, and be insurable under the Company’s insurance policy.

 

Other Qualifications and/or Credentials:

• Must live in Golden a West Exchange.