Customer Service Associate I

Cass Information Systems; Columbus (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

Cass Information Systems, Inc. in Columbus, OH, is seeking a Customer Service Associate I to facilitate accurate resolution of inquiries related to processing for assigned clients.

You will analyze issues, communicate clearly, research payment history, and work with vendors or customers to resolve exceptions, while maintaining a high level of client satisfaction. Responsibilities include independent issue analysis, documenting errors, and contributing to process improvements; overtime may be

Qualifications

• College-level coursework in business or general administration.
• Minimum 6 months customer service experience in a business environment or equivalent.

Responsibilities

• Analyze issues independently and communicate resolutions for routine processing questions.
• Research payment history and determine when to contact vendors or customers to resolve exceptions.
• Represent Cass professionally and focus on client needs to strengthen relationships.
• Keep management informed of significant issues impacting accounts.
• Suggest changes to procedures to improve client service and internal processes.
• Seek guidance on significant non-routine issues from appropriate resources.
• Document and report errors in other departments; work overtime as needed.
• Perform other duties as assigned.

Skills

Interpersonal skills

Organizational skills

Office equipment knowledge

Excel proficiency

Problem-solving

Attention to detail

Accounts reconciliation

Communication

Education

College-level coursework in business administration or general business

Tools

Excel

Job description

The Customer Service Associate I is accountable for facilitating accurate resolution of internal and external inquiries and issues pertaining to processing for assigned clients. Also, responsible for timely response to inquiries and issues, while maintaining a high level of customer satisfaction.

Principal Responsibilities And Duties

• Independently analyze issues and processes, and clearly communicates, both verbally and in writing, to routine questions regarding processing issues, and requests according to company defined procedures/standards.
• Researches and analyzes payment history and recognizes when to contact vendors or customers to resolve exceptions and make payment decisions in a timely manner for all clients.
• Acts as a positive representative of the company, both internally and externally, making customers and their needs the primary focus of one’s actions by helping to develop customer relationships.
• Keeps management informed of significant issues that may require additional attention, or may threaten the account relationship, on a timely basis.
• Suggests changes and/or enhancements to existing procedures to improve service to clients and internal processes.
• Seeks guidance from the appropriate resource on significant non-routine issues.
• Documents and reports on errors made by all other departments within the business unit.
• Works overtime as needed.
• Other duties as assigned.

Skills And Abilities Required

• Good interpersonal skills that will maximize client responsiveness and facilitate development of a solid working relationship with both utility clients and other staff members.
• Strong organizational skills with the ability to handle multiple tasks simul-ta-neously.
• Working knowledge of office equipment such as fax machine, copy machine, and telephone.
• Basic proficiency in Microsoft Office, specifically Excel.
• Excellent problem-solving skills and attention to detail.
• Ability to reconcile accounts with accurate mathematical results.

Minimum Level Of Preparation And Training Normally Required

• College-level course work in a general or business administration area or equivalent experience.
• Minimum 6 months customer service experience in a general business environment or equivalent experience.

About Our Company

Cass Information Systems, Inc. (NASDAQ: CASS) is a leading provider of integrated information and payment management solutions. Cass enables enterprises to achieve visibility, control and efficiency in their supply chains, communication networks, facilities, and other operations. Disbursing over $94 billion annually on behalf of its clients, and with total assets of $2.5 billion, Cass is uniquely supported by Cass Commercial Bank. Founded in 1906 and a wholly-owned subsidiary, Cass Commercial Bank provides sophisticated financial exchange services to the parent organization and its clients. Cass is part of the Russell 2000®. More information is available at www.cassinfo.com.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.