Post Booking Admin Support

Post Booking Admin Support

As a Post booking Administrator, US Operations, you can expect to work collaboratively with internal and external customers on requests that are related to activities after their contract has been booked. Our goal is to exceed customer expectations in accuracy and timely processing.

Key Accountabilities:

• Operational efficiency and process execution.
• Timely resolution of incidents and queries.
• Adherence to SLAs and turnaround timelines.
• Accuracy and quality of work deliverables.
• Stakeholder and customer satisfaction.

Day to Day Responsibilities

• Assist with creating and maintaining policies, procedures and training material
• Process inquiries according to SLA parameters
• Proactive follow up
• Collaborate and coordinate with Customers via email (internal and external) to provide excellent customer service.
• Learn, perform and train activities as assigned to team
• Complete team projects as they are assigned
• File documents in digital archive, make internal notes in as needed
• Receive and handle all inbound correspondence (email)
• Disposal of contracts
• Onboarding/removing ACH payments via Docusign
• Adding/removing insurance premiums from customer accounts
• Principal payment restructures
• Due date changes
• Extension of contract payments
• Backout and replacement of contracts
• Processing refunds
• Processing address changes
• Coordinate with internal stakeholders to resolve discrepancies and delays
• Ensure adherence to SLA timelines, aimed at delivering quality, efficiency, and customer satisfaction objectives
• Regular interaction with counterparts/stakeholders regarding service quality and turnaround time.
• Focus on Quality and First Time Right approach.
• Handle operational tasks, including non-standard activities and customer queries.
• Assist in testing and validating system changes and enhancements.
• Ensure compliance with defined processes, policies, and documentation standards.
• Maintain accurate records and documentation of operational activities.
• Provide coaching, feedback, and development opportunities for team members
• Act as escalation point for complex inquiries, performing root cause analysis, and resolving inquiries promptly
• Generate and analyse operational reports to identify trends and improvement opportunities.
• Present insights and recommendations to leadership team.

Essentials

• Good analytical and problem-solving skills.
• Effective communication and coordination abilities.
• Good understanding of operations, booking process and post booking customer support activities.
• Ability to multitask and work in a fast-paced environment.
• Attention to detail and organizational skills
• Ability to work in a fast-paced environment, with cross-functional stakeholders at different levels
• Customer-Centric mindset
• Detail oriented, High level of accuracy in own work
• Strong verbal, written and inter-personal skills are critical
• Time management, organization and prioritizing
• Proficiency in MS Office, particularly MS Excel, SharePoint and relevant operational tools.

Preferred Experience

• 6 to 9 years of experience in lending operations, customer service and/or accounting
• General understanding of accounting
• Able to reconcile differences in tax rates, due dates, contract set up/structure.
• Good mathematical skills.
• Ability to follow established/documented procedures and decision-making skills based on specific variables.
• Candidate must have strong analytical, organization, reconciliation and communication skills.
• Prior leadership experience managing teams and driving operational improvements.
• Strong analytical, problem-solving, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment
• Experience working with cross-functional teams is preferred.
• Bachelors degree in Business Administration, Finance, Operations, or related field.