Kforce Operations Senior Specialist II in Louisville, Kentucky

Kforce has a client seeking an Operations Sr Specialist II in Louisville, Kentucky(KY). IDD (Image Deposit Direct) Fulfillment receives requests for new and existing customers with remote deposit capture services. As an Operations Senior Specialist II, you will fulfill customer requests for IDD product and services, and provide on-going support.Responsibilities:

  • Complete onboarding activities for new IDD customers

  • Manage request queues

  • Consult directly with customers and/or analyze requests to ensure instructions reflect customer specifications and product compatibility

  • Complete set-up and verification to meet customer-defined timeframes

  • Provide customer-facing implementation support & product training

  • Provide on-going customer and product support

  • Respond to internal/external inquiries, requests and escalations

  • Support product development testing

  • Support product issue identification and resolution

  • Maintain customer-facing and internal procedures documentation

  • Maintain and complete billing activities

Expectations of a Client Services Analyst in IDD Fulfillment are:

  • Own and resolve service issues from complaints or inquiries to the point of resolution

  • Be an escalation point to research and resolve complex service questions, using multiple systems and points of contact

  • Support a Continuous Improvement Culture through personal and team engagement

  • Support a rapid change environment by ensuring you are prepared for change and by following up to validate success

  • High School diploma or GED/equivalent required - BA preferred

  • Minimum of 2 years' experience with direct customer service

  • Excellent customer service skills

  • Excellent written communication skills; able to document and explain complex situations

  • Able to follow a process, finds gaps, and recommends improvements

  • Working knowledge of check processing preferred

  • Excellent time management and organizational skills

  • Intermediate skill in using Microsoft Excel to analyze data

  • Comfortable with web-based technologies

  • Strong general computer skills to quickly learn and use multiple applications

  • Demonstrated ability to own, resolve, and research complex service cases

  • Able to work independently and empowered to make appropriate decisions and escalate when needed

  • Proficient with MS Office products and aptitude for applications required to support product

  • Ability to follow procedures in diverse routine and non-routine tasks; recognize escalation opportunities

  • Ability to plan and prioritize

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:Hours