Operations Support Specialist II

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Oversee Zendesk tickets and handle incoming communications from clients and collectors, including any escalations.

• Request necessary documentation and confirmations of actions from clients for debtor account assessments.

• Share client-provided information with the collections team and ensure system records are accurate.

• Review and process account payments based on remittances and historical payment data.

• Validate payment files for proper formatting, required fields, and accuracy in processing.

• Handle manual claims and ensure that all required documentation is included.

• Process credit card payments utilizing client systems.

• Audit claim submissions to ensure accurate data entry and proper file creation.

• Assist clients with data-feed downloads, document retrieval, payment verification, and posting.

• Publish and revise operating procedures and training materials.

• Identify opportunities for process enhancements and present suggestions.

• Collaborate effectively across diverse countries and cultures.

• Support Operations Support projects and provide backup to department colleagues.

• Maintain a high level of professionalism and confidentiality.

• Execute additional duties as assigned.

⛳️ Requirements

• High School Diploma or General Education Degree (GED).

• 3–5 years of experience in a clerical, office, or administrative position.

• Proficient in using computer software and MS Office applications.

• Strong time management and organizational skills.

• Excellent critical thinking abilities.

• Proficient in professional written and verbal communication and comprehension.

• Basic mathematical skills.

• Fundamental telephone and calculator skills.

• Fluent in the English language.

• Availability to work the assigned schedule, typically Monday through Friday from 6:00am to 6:00pm EST/EDT.

• Ability to uphold professionalism and confidentiality.

• Capability to perform essential duties satisfactorily.

🏝️ Benefits

• Minimal travel requirements.

• Option for remote work environment.

• Standard office equipment provided, including computers, headsets, telephones, webcams, photocopiers/printers, and related tools.

• Reasonable accommodations available for individuals with disabilities.

• Equal employment opportunities offered.