SBS- Area Liaison (Remote)

I. Job Summary This role will act as Area Liaison for all lines of business with the Market Areas. The role will be expected to be the central escalated point of contact for SBS departments while working directly with market area operation and setup departments. Strategic and critical thinking to ensure robust communication, task completion, and adaptability during high volume moments as well as high escalation tasks. II. Essential Duties and Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Ability to generate reports, general business correspondence, present information and respond to questions.
• SBS Area Liaison requires deep content knowledge of SBS and any business nuance.
• Responsible for communication with the market area and research regarding chargebacks within SBS in a timely manner.
• Identify area of training and assists with Agent training in SBS regarding Market Area tools.
• Create & Maintain any Market Area training documents for SBS including Knowledge, Market Area differences documents and escalation paths.
• Works with the National MAS Setup Team for trending chargeback setup issues, errors, return to sender and timeliness.
• Creates and maintains escalation contacts in Salesforce in the market’s areas for SBS reference.
• Works closely with the Customer Experience group to communicate root cause analysis on customer issues and implement solutions with the Market Areas.
• Works closely with Operational teams in the market area to strengthen quality metrics and measure our ability to communicate emergencies effectively as well as set the correct expectation without short cycling the market area.
• Work closely with departments in SBS to assist with projects such as, De-Implementation, Implementation & acquisition to ensure a smooth transition.
• Monthly calls with respective assigned area liaisons to inform on upcoming projects and elicit open conversation on any opportunities. Root cause any issues and escalations that are trending in their area.
• Work closely with departments in SBS to provide information regarding routes changes, errors, revert, etc.
• Creates and fosters strong working relationships across departments.
• Communication with all areas and SBS during Major Weather events impacting multiple clients.

III. Supervisory Responsibilities This job has no supervisory duties. IV.

Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the United States. A. Education and Experience

• Education: High School Diploma or GED (accredited)
• Experience: One (1) year experience working in a business environment.

B. Certificates, Licenses, Registrations or Other Requirements

• None required.

C. Other Knowledge, Skills or Abilities Required

• Travel is required and may vary between 5 to 15% especially during large events such a go-live dates and planning meetings.
• Intermediate knowledge of Microsoft Office applications, including Word, Excel and PowerPoint with intermediate experience with web based interactive systems
• Demonstrate exceptional presentation skills
• Intermediate knowledge of Acorn, Acorn Vendor Invoicing, MAS, Opus, and Green Pages.

V.

Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Normal setting for this job is: Remote

The expected base pay range for this remote position across the U.S. is $52,000 - $60,000. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. If this sounds like the opportunity that you have been looking for, please click "Apply." Apply tot his job Apply To this Job