Risk Management Representative 2

What you'll bring

• Ensures company policy is followed while processing ACH within Association rules and regulations
• Proficient use of technology with exceptional internet research skills
• Ability to make independent and sound decisions and think on your feet in a dynamic environment
• Acts as a Subject Matter Expert on process/procedural changes
• Grows, develops and exercises facilitation skills to effectively communicate
• Participates and can manage small to medium sized projects & participates in cross functional team projects
• Ability to partner and work seamlessly across the team to effectively document and share problems, opportunities, and solutions
• Maintain 90%+ overall service level and strive for one call resolution
• Ensure service level agreements are met daily
• Communicates complex issues in ways that the customer easily understands and can successfully apply the solution
• Ability to manage multiple priorities in fast paced, high volume environment
• Working knowledge of Microsoft Office suites (Word, Excel, PowerPoint)
• Positive attitude and team player who demonstrates Intuit values
• Prior experience in ACH preferably within the payments industry (minimum 3 years)
• Knowledge of fraud behaviors
• Accounting knowledge
• Data entry skills
• High school diploma or GED is required

How you will lead

• Perform at your best
  • Improve your work knowledge by participating in training opportunities and cross training
  • Make and deliver on commitments
  • Actively solicit on-going feedback from co-workers and managers, apply those learnings to enhance performance and capabilities
  • Strive for excellence in execution
  • Pursue and embrace change, even if it involves risk
• Contribute to positive work environment
  • Always behave in a professional manner
  • Be open, fair and honest. Respect all employees
  • Take ownership and learn from both successes and mistakes
  • Create a positive work environment
  • Give high value to new and creative approaches
  • Maintain 100% engagement through training, development, and WCGB activities
  • Work on a min of 1 special project per year
• Protect merchants and Intuit from losses
  • Manage daily workload to ensure timely completion
  • Prioritize work load to ensure efficiency
  • Reduce customer complaints by increasing customer contact through remaining available for incoming calls
  • Maintain 90% + overall service level and strive for one call resolutions
• Workload Management
  • Monitor Assigned workload to completion
  • Maintain a collection collected minimum amount of 14% of assigned queue
  • Call volume should be no less than 30 per scheduled day of work
  • Monthly queue reviews should reflect 100% current accounts and all accounts should be worked within policy and procedure
  • Discretion in waivers less than $200 to “do the right thing now”

• Any work that is assigned directly from supervisor and/or manager in their absence
• projects that are assigned
• Tasks you take on solely and under the discretion of your management team
• Training new hires or temps when needed
• Serve as back up for the agent assigned as your “back up buddy”