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Customer Operations Representative
Ref No.: 19-07725
Location: St. Paul, Minnesota
Pay Rate : $ 18.50 /Hour
Title: Customer Operations Representative
Location: 400 Robert Street North, St Paul, MN
Duration: 6 months with possible extension/conversion
Est. Start Date: 12/10/2019
Pay: $14.50/hour

Supports Customer Service teams by creating, processing and proofreading a variety of documents such as customer letters, access agreements and articles. Processes various customer requests through ServiceTrac, mail, email and client files. Verifies outbound communication creates weekly department newsletter. The scope of duties can change rapidly due to technology enhancements and changing business needs.


40% 1. Prepares and manages customer correspondence.
  1. Creates and revises written customer and department communications. This includes creating letters on demand and as requested by other associates in the area, weekly department newsletters, new customer letter templates ready for mail merge, forms, and charts.
  2. Creates and revises spreadsheets containing important client information. This includes comparing file versions, formatting, editing, and data validation.
  3. Receives, perform quality checks, and distributes external customer correspondence, internal newsletters, access agreements, articles, etc.
  4. Identifies, sorts, and distributes reports. Manages system output daily. This includes all paper and electronic output files, as well as making updates to system files to prevent printing where appropriate.
  5. Prepares manual Intelligent Insert Request and oversee output delivery to the mailroom for regular next day pickup.
  6. Processes general customer requests in WIM to change personal information on customer profiles, indexes work items, and processes returned mail.
  7. Serves as liaison between internal customers and departments, with focus on delivering exceptional experiences for our clients and their customers.
40% 2. Processes customer service requests.
  1. Fulfills customer service requests for kits, forms, brochures, rate charts, personal information changes, and letters via mail and email; collaborate with internal partners and/or make outbound calls to clarify client requirements. These requests may come from from the Contact Center, paper mail, fax or email.
  2. Processes and monitors returned mail and large mailing requests.
  3. Prepares client original files for imaging and index policy documents.
  4. Orders and replenishes customer service supplies and maintain work area.
  5. Monitors and completes group email inbox requests to pull output and process ad hoc requests.
10% 3. Completes, tracks, and monitors compliance work assigned to Support Services.
  1. Matches refund checks with letters and mail, track check logs, and complete 1099R Reports and Patriot-Activity Report.
  2. Verifies correct output sent according to customer privacy guidelines.
  3. Processes email bounceback letters
  4. Manages off-site storage process.

5% 4. Contributes to team environment by actively participating in meetings and providing back-up support to other team members.

5% 5. Manages personal self-development to prepare for new responsibilities in a changing environment.

  • Professional written and verbal communication skills to create and revise department correspondence.
  • Strong organizational, planning, and prioritizing skills to meet deadlines and manage large volumes and a variety of projects.
  • Strong attention to detail.
  • Accurate word processing skills of 55 wpm.
  • Data-entry and 10-key skills.
  • Awareness of Group and FIG products to ensure appropriate procedures are followed when processing items.
  • Ability to work in multiple systems and applications to locate information, update system records and create correspondence for both Group and FIG products (e.g., mainframe, web, SharePoint).
  • Ability to work effectively as a team member.
  • Capacity to rapidly change focus as determined by business needs.
  • Flexibility to work overtime as needed in peak work months.