Client Services Analyst

Our company, a privately held firm based in Pine Brook, New Jersey, provides the most comprehensive and useful electronic delivery, management and analysis products and services in the collection industry for companies needing to outsource accounts for servicing by others. We are currently seeking a Customer Services Analyst to join our oustanding team.

SUMMARY: The Customer Services Analyst (CSA) is part of a Customer Services team that manages the onboarding of new clients and its vendors, and proactively manage existing relationships, providing world class client and customer service, while acting as a liaison between both relationships. On a daily basis, the CSA responds to client and customer requests at the highest level of quality and satisfaction. The identification and development of opportunities to grow usage and revenue and the CSA takes a proactive role in identifying areas of opportunity in both relationships. The CSA exercises sound judgment within the defined procedures and practices to determine the appropriate action to resolve or escalate client issues as well as its opportunities.

Requirements

ESSENTIAL FUNCTIONS and RESPONSIBILITIES include the following.  Other duties may be assigned:

Manage onboarding of new clients, as assigned, along with its attorneys and agencies within a specified timeline of deliverables and deadline.  Responsibilities include, but not limited to:

• Manage the project taking into account integration across all areas. Engage with all parties involved.
• Prepare and oversee all IT requests as it relates to project requirements and timeliness of deliverables.
• Develop Project Plan.
• Direct project resources.
• Monitor and manage the project schedule and risk.
• Resolve operational issues internally and externally.
• Organize and conduct meetings relating to tasks and updates to ensure deliverables are met.  Also ensuring that minutes will be taken.
• Negotiate and resolve issues as they arise across areas of the project and where they impact on other activities, systems and projects.
• Prepare Project Status Reports and Project Change Requests for Management.
• Communicate project status to project sponsor, all team members, management and other involved parties.
• Maintain project documentation.

Proactive account management of existing client and customer base to ensure all needs are being satisfied.  Identification of growth opportunities for increased usage and upsell. This is achieved through continued education, entrenchment and penetration of various contact levels of a customer organization. Retention of account base through timely resolution of customer requests and questions regarding the services. Successfully maintain extensive interaction with various members of cross-functional teams to ensure focus, useage and implementation of all products. Exhibit leadership by providing suggestions for improving processes in managing attorneys and inventory.

Exhibit and demonstrate a leadership role that promotes the company and adheres to the highest ethical standards and management philosophies.

Performs other projects or special assignments as required.

EDUCATION and EXPERIENCE REQUIREMENTS:

Candidates must be highly motivated and self-sufficient in order to successfully deploy projects.  Must understand the flow of accounts through the legal pipeline, from selection to final resolution of accounts. Preferred qualifications are a minimum of 2 or more years experience in a high volume collection or legal collection position and/or a total of at least 2-3 years supervisory experience in production management environment.

BS or BA in business or equivalent is a plus.  Requires advanced knowledge of Microsoft Excel, Word and Access. Must be proficient in YouveGotClaims^®, Microsoft Office, Windows and Outlook.

CERTIFICATES, LICENSES, REGISTRATIONS:  Requires general understanding of Fair Debt Collection Practices (FDCPA)

LANGUAGE SKILLS: Able to write reports, procedures and correspondence.  Able to speak effectively with clients, attorneys, customers or employees of organization.  Able to read, interpret Legal terminology and procedures, regulations, operating and maintenance instructions, and procedure manuals. 

 REASONING ABILITY: Able to define problems, organize and collect data, establish facts and draw valid conclusions.  Able to resolve problems or situations using company or standardized procedures and policies, while complying with laws and regulations

WORK ENVIRONMENT: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  May be required to work weekends and evenings.

Additional Information:

YGC offers a friendly, casual, and progressive work atmosphere along with a comprehensive benefits package including medical, dental, vision and 401k.
Due to the high volume of responses, we will only respond to candidates of interest. We do not work with third parties.  Please do not call.
Applicant must be a U.S.  resident or currently able to legally work in the U.S. We are unable to sponsor H1-B candidates at this time.
YGC is an Equal Opportunity employer.
Qualified applicants please send resume via direct email or fax.