Operations Support Specialist II

• Monitor Zendesk tickets and manage inbound client and collector communications, including escalations
• Request client documentation and action confirmations for debtor account reviews
• Provide client-supplied information to the collections team and maintain accurate system records
• Review and apply account payments according to remittances and payment history
• Validate payment files for formatting, required fields, and processing accuracy
• Process manual claims and ensure required documentation is included
• Process credit card payments using client systems
• Audit claim submissions for accurate data entry and file creation
• Support clients with data-feed downloads, document retrieval, payment verification, and posting
• Publish and update operating procedures and training materials
• Identify process improvements and propose ideas
• Collaborate across countries and cultures
• Support Operations Support projects and act as backup to department members
• Maintain professionalism and confidentiality
• Perform other duties as requested

• High School Diploma or general education degree (GED)
• 3–5 years’ experience in a clerical, office, or administrative role
• Proficient in navigating computer software and MS Office
• Time management and organization skills
• Critical thinking skills
• Proficient professional written and telephone communication and comprehension skills
• Basic mathematical skills
• Basic telephone and calculator skills
• Fluency in the English language
• Ability to work the assigned schedule, typically Monday through Friday between 6:00am and 6:00pm EST/EDT
• Ability to maintain professionalism and confidentiality
• Ability to perform essential duties satisfactorily

• Negligible travel percentage
• Remote work environment option
• Standard office equipment such as computers, headsets, telephones, webcams, photocopiers/printers, and related equipment
• Reasonable accommodation for individuals with disabilities
• Equal employment opportunities