Processor I

Description

POSITION SUMMARY: 

Supporting management by performing basic processes and procedures to accomplish routine tasks. Responsible for all processing activities related to NCCCO’s certification card production, related equipment maintenance, and supply inventory. While also, recommending related operating policies and procedures to ensure accuracy and timeliness of card production. Answer calls and resolve routine problems following procedures and guidelines. Refers non-routine cases to higher level call center representatives or supervisor. May use online database to provide information, troubleshoot, and track history. Telephone contacts are business-like and limited to exchange routine information. Responds to external service requests and complaints in person, and through email or phone. Provides basic products and pricing information, informs customers about services available, prepares service orders and assists with investigation on complaints, examines warranty claims, and assist with returns and exchanges.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.

Processes candidate applications, examinations, and payments

Data Entry: 

· Entering information from hard copy documents into Candidate Processing System and using the Customer Resources Management System to record information, troubleshoot, and track history.

Exam Processing: 

· Correctly assess and score completed written/practical examinations, report results to candidates, and process card requests.

Maintain Candidate Records:

· Accurately enter, assess, interpret, and maintain candidate records based on business rules. Reviewing candidate applications determines a candidate’s eligibility for certification.

· Manage card requests via phone and online.

Payment Processing:

· Verifying product and pricing information, collect and process payment, and accurately record payment into Candidate Processing System.

Communication/Customer Service:

· Effectively communicate with candidates, test site coordinators, practical examiners, and other users of the program to convey information accurately and efficiently.

· Communicates by email and phone to clarify questions and resolves discrepancies, using standard templates, and to process Customer Service requests.

Maintain DataCard equipment- regular cleaning and maintenance procedures

Track and maintain adequate inventory of card stock and printing supplies.

Other duties as assigned by management

A. Pre- candidate processing

· Set up files and verify all candidate application information (medical forms, signed applications, payment information, etc.) for written sites

· Open mail and sort faxes as they are received 

· Deposit check payments 

· Follow up with test site coordinators when candidate applications are due 

B. Candidate processing

· Enter candidate applications and verify is recertification candidates are eligible for testing through the database.

· Process credit card payments 

· Email reports (rosters, discrepancy and/or payment summary) to Test Site Coordinator and give rosters to Shipping Department.

C. Post Test Administration Processing 

· Sort answer sheets by test-code and run through scoring 

· Print score reports from scoring program and import scores into CP.

· Fix discrepancies as needed 

· Print candidate score letters and reports (Pass/Fail and Detailed Score)

· E-mail Pass/Fails and/or Detailed Score reports to Test Site Coordinators who pay for them

· File information with the test site according to Test Site Code

· Process credit card payments (as needed)

D. Other

· Process later requests, and additional payments on a weekly basis as they come in. Print candidate score reports as necessary

· Process change of address forms when they are received by updating candidate record

· Maintain daily processing sheet for written examinations

· Assist when needed with practical and shipping departments

QUALIFICATIONS/REQUIREMENTS: 

Education and/or Experience:

· High School Diploma

· Some college preferred

· Less than 2 years’ work experience OR equivalent work experience (each year of work experience may be substituted for each year of education required)

Knowledge, skills and abilities:

· Excellent Communication Skills – verbal, written, telephone, email

· Excellent Computer Skills – Microsoft Office Suite, Database Applications

· Excellent Organizational Skills with the ability to multi-task

· Attention to detail

· Professionalism – both in dress and action

· Ability to work in a fast-paced environment

Physical Requirements:

· Largely a desk-bound position that requires the ability to speak, hear, see, and lift small objects up to 20 lbs. Requires the ability to travel locally, regionally and nationally.

· Productivity goal should be processing 40 applications per day at minimum while meeting published application timelines/deadlines. 

Expected Work Hours:

· Regular days/hours of work: Monday-Friday, 8:30 a.m.- 5 p.m.

· This is a full-time position. Must be able to maintain regular, reliable attendance and on time daily arrival.

JOB CONDITIONS:

CCO is seeking qualified applicants who reflect and understand our values: Quality, Integrity, Fairness, Excellence, Service and Respect. CCO is a fast-paced, high-energy organization with an ambitious agenda and staff that is highly motivated. This position may experience high work demands under tight timelines.

CCO is an equal opportunity employer.

BENEFITS

· Monday – Friday Schedule

· Paid Time Off (PTO)

· 14 Paid Holidays

· 401k

· Profit Sharing

· Annual Merit Reviews

· Medical, Dental and Vision Insurance

· Life Insurance

· Short/Long Term Disability Coverage

· Celebrating 28 years as an organization