Operations Support Specialist II

Cadex; Antioquia; Remote; COP 24,000,000 - 40,000,000; Full time

Job summary

Cadex is seeking an Operations Support Specialist to handle payments processing, claims handling, and ticket support for the Cadex Operations team across 1st and 3rd party business lines. The role emphasizes accurate data entry, payment remittances, and timely responses to clients and collectors.

The ideal candidate has a High School Diploma or GED with 3–5 years in clerical or administrative roles, fluent in English, and proficient in MS Office.

Qualifications

• High School Diploma or GED and 3–5 years’ experience in a clerical, office, or administrative role.
• Fluency in the English language.

Responsibilities

• Monitor Zendesk tickets to ensure timely, organized responses to clients and collectors.
• Escalate requests to clients for documentation or confirmation of action.
• Review and apply account payments to the appropriate accounts with accurate postings.
• Process manual claims with required documentation for prompt resolution.
• Audit claim submissions for proper data entry and processing alignment.

Skills

Time management

Critical thinking

Written and verbal communication

Mathematical skills

Verbal communication

Education

High School Diploma or GED

Tools

MS Office

Job description

OBJECTIVEThe role of the Operations Support Specialist is to perform operational tasks for the Cadex Operations team which include but may not be limited to 1st and 3rd Party business lines. This role will include but is not limited to investigating and processing payments, managing manual claims, and addressing support tickets and requests from clients and collectors.PRIMARY JOB DUTIESMonitor Zendesk tickets to ensure timely, organized, and consistent responses to clients and collectors; manage all inbound communications, including escalations to clients for documentation, payment verification, and other requestsEscalate requests to clients for documentation or confirmation of action to ensure all necessary information is obtained for thorough debtor account review and prompt collector responseAssist the collections team by promptly providing relevant client-supplied information and maintaining accurate system records within the specified timeframeReview and apply account payments to the appropriate accounts in accordance with payment remittances and review account/payment history to avoid duplicate postings or misapplications; perform payment file validation to ensure accurate formatting, complete field requirements, and proper payment processingProcess manual claims received from clients to ensure accurate entry and inclusion of all required documentation, enabling prompt resolutionSECONDARY JOB DUTIESProcess credit card payments for specified clients utilizing client systemsAudit claim submissions to confirm proper data entry, file creation, and alignment with processing requirementsSupport clients using client specific systems as applicable for data feed download, document retrieval and payment verification and postingPublish and update operating procedures and training materials to ensure consistency, accuracy, and complianceContinuously seeking opportunities for process improvement and propose ideasFoster effective communication and collaboration between countries and cultures within all regionsAssist in Operations Support project work as requiredAct as backup to other members of the Operations Support DepartmentMaintain a high level of professionalism and confidentiality with all information entrusted withOTHER JOB DUTIESThis position will perform other duties as requested. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without advanced notice.SUPERVISORY RESPONSIBILITYThis position has no supervisory responsibilities.WORK HOURSIt is essential that this position adhere to the assigned work schedule. This can be either a full-time position or part-time position: Monday through Friday, typically between the hours of 6:00am to 6:00pm EST/EDT, subject to change with advanced notice. Schedules and hours required vary by region, department, client, and/or team. Schedules will be assigned on an individual basis by the manager/supervisor of the position.TRAVELNo travel is expected for this position.WORK ENVIRONMENTThis job operates either in an office setting or a remote work environment. This role may routinely use standard office equipment such as computers, headsets, telephones, webcams, photocopiers/printers, and related. The noise level in the office setting is limited to quiet and the work environment noise level will vary based on the individual’s remote work environment.PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear and work with others through verbal and written contact. This is a largely sedentary role; however the employee is occasionally required to stand, walk, use hands, and reach with hands and arms. Specific vision abilities required by this job include general seeing and close vision. Repetitive motion is frequently required through typing and computer mouse usage. Mental requirements include simple and complex reading, simple and complex writing, memorization, analyzation, perception/comprehension, decision making, planning, independent action, and planning.To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.EEO STATEMENT)Cadex provides equal employment opportunities to all employees without regard to race, color, creed, religion, sex, age, national origin, disability, marital status, familial status, predisposing genetic characteristics, domestic violence victim status, gender identity or expression, pregnancy, sexual orientation or military status.COMPETENCIESProficient in navigating computer software and MS OfficeTime management and organization skillsCritical thinking skills.Proficient communication and comprehension skills, including professional written and telephone communication.Basic mathematical skillsBasic telephone and calculator skillsREQUIRED EDUCATION AND EXPERIENCEHigh School Diploma or general education degree (GED) and 3 – 5 years’ experience in a clerical, office, or administrative roleFLUENCYThis position requires fluency in the English language.ADDITIONAL ELIGIBILITY REQUIREMENTS/RESPONSIBILITIES/QUALIFICATIONSNone required for this position.