Operations Support Specialist II (Remote- Colombia)

Fully Remote • Medelin, Antioquia 050021

• Position Type: Full Time
• Travel Percentage: Negligible
• Category: Admin - Clerical

Position Title: Operational Suppor ll (Remote in Colombia)

Language (s): All applicants must speak fluent English. Any other language is a plus

Contract Type: Indefinite Terms

Mandatory requirements: Internet speed of 50 Mbps Download/20 Mbps Upload Ping less than 150 ms

Job Start Date: Immediate

Location: Remote

Country: Colombia

Preferability: People with a disability that has been verified and certified by the appropriate institution.

Hours: 8:00 AM to 5:00 PM US CST Monday to Friday

Flexible schedule based on business needs

Reports to: Ops support Supervisor/Manager

Company Overview

D&S Global Solutions provides world-class Order-to-Cash solutions, leveraging proprietary technology and global delivery capabilities, to deliver frictionless customer experience and optimized client outcomes. D&S Global Solutions was founded in 1997, headquarters: Austin, TX. Current clients include many of the most sophisticated service companies in technology, financial services, agriculture, and credit issuers, including several Fortune 100 companies. D&S teams are in North America, LATAM, EMEA and Asia providing services into over 190 countries for our clients

OBJECTIVE

The role of the Operations Support Specialist is to perform operational tasks for the Cadex Operations team which include but may not be limited to 1st and 3rd Party business lines. This role will include but is not limited to investigating and processing payments, managing manual claims, and addressing support tickets and requests from clients and collectors.

PRIMARY JOB DUTIES

1. Monitor Zendesk tickets to ensure timely, organized, and consistent responses to clients and collectors; manage all inbound communications, including escalations to clients for documentation, payment verification, and other requests
2. Escalate requests to clients for documentation or confirmation of action to ensure all necessary information is obtained for thorough debtor account review and prompt collector response
3. Assist the collections team by promptly providing relevant client-supplied information and maintaining accurate system records within the specified timeframe
4. Review and apply account payments to the appropriate accounts in accordance with payment remittances and review account/payment history to avoid duplicate postings or misapplications; perform payment file validation to ensure accurate formatting, complete field requirements, and proper payment processing
5. Process manual claims received from clients to ensure accurate entry and inclusion of all required documentation, enabling prompt resolution

SECONDARY JOB DUTIES

• Process credit card payments for specified clients utilizing client systems
• Audit claim submissions to confirm proper data entry, file creation, and alignment with processing requirements
• Support clients using client specific systems as applicable for data feed download, document retrieval and payment verification and posting
• Publish and update operating procedures and training materials to ensure consistency, accuracy, and compliance
• Continuously seeking opportunities for process improvement and propose ideas
• Foster effective communication and collaboration between countries and cultures within all regions
• Assist in Operations Support project work as required
• Act as backup to other members of the Operations Support Department
• Maintain a high level of professionalism and confidentiality with all information entrusted with

OTHER JOB DUTIES

This position will perform other duties as requested. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without advanced notice.

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibilities.

WORK HOURS

It is essential that this position adhere to the assigned work schedule. This can be either a full-time position or part-time position: Monday through Friday, typically between the hours of 6:00am to 6:00pm EST/EDT, subject to change with advanced notice. Schedules and hours required vary by region, department, client, and/or team. Schedules will be assigned on an individual basis by the manager/supervisor of the position.

Qualifications

COMPETENCIES

• Proficient in navigating computer software and MS Office
• Time management and organization skills
• Critical thinking skills.
• Proficient communication and comprehension skills, including professional written and telephone communication.
• Basic mathematical skills
• Basic telephone and calculator skills