Digital Ops Specialist I

The Digital Operations Specialist I is the primary contact and escalation point for clients throughout the implementation process. If you have a genuine interest in technology, how things work, and enjoy problem solving and puzzles, this role may be for you!

Benefits of joining our team:

• Opportunity to solve interesting and challenging problems within a growing industry
• Collaborative and supportive Agile environment
• Continuous delivery culture and weekly production releases
• Community of strong software professionals
• Opportunities for career growth

• 
  Channel and B2B Client onboarding
• Communicate with account management team and clients to gather and document technical, product and contract requirements regarding the client’s servicing needs.
• Act as Subject Matter Expert on technology solutions for Account Managers and Clients
• Document appropriate information in Customer Relationship Management system (CRM).
• Coordinate with appropriate team members, keeping team apprised of client requirements, service level agreements and key performance indicators.
• Conduct quarterly quality assurance review of account servicing, client communications and training.
• Customer Escalation Support
• Provide client support, respond to client inquiries, and facilitate connections with appropriate company resources to quickly resolve client inquiries.
• Represent InComm InCentives in a positive, professional, and customer focused manner.
• Capable of working both as an individual and within a team structure.
• Other duties as assigned.

ACCOUNTABILITY AND OWNERSHIP

• Exceptional accountability and ownership of their business.
• Owns personal mistakes and has initiative to seek solutions and engage with management for improvement.
• Track record of meeting or exceeding annual goals.

Prioritization

• Ability to quickly shift focus to address urgent situations.
• Innate sense of when to escalate to manager/executives.

Quality of Work and Results

• Ability to operate independently with high-level guidance and limited specific direction.
• Demonstrates effective, innovative problem solving.

• 
  Client facing communication experience preferred.
• Associates, BA or BS degree preferred.
• Proficient in Microsoft Office suite including Excel, Word, PowerPoint and Outlook.
• Experienced working with Customer Relationship Management software (Salesforce), and activity tracking systems desired.
• Ability to work with internally developed Administration and Back Office systems.
• Project Management experience preferred.
• Preference given to applicants who have demonstrated experience supporting “Software as a Service” products.
• Experience in prepaid, stored value or gift card products a plus.
• Strong commitment to customer service.
• Positive and upbeat demeanor.
• Excellent communication skills.
• Must enjoy problem solving.
• Must find satisfaction in helping others.
• Strong interest and aptitude towards technology

• 
  This position is eligible for the Employee Referral Bonus Program -Tier - I