Assign and create cases and provide responses established procedures and greeting s to customer inquiries using s Process and follow up with client test files and PDF sample requests and post files via the FTP site (samples, remit and enrolment files) Assist with the resolution of minor incidents and provide responses to customer inquiries using established procedures and greetings Manage pull and destroy requests from clients or the Operations team through the change management process Handle ebill distribution requests Create cases and ensure resolution of alerts as it pertains stock Manage iD to Hold for stock / Pending oxs and DocWeb Admin password resets in accordance with established policies and procedures
Responsible for daily system checks and for bank control total call ins Effectively monitor and initiate cases and escala tions in accordance with established case management and escalation processes for the following: o o o o o Payment imports, exports, and batch settlements Penny, EDNA and SMS application errors IVR, Web errors, ,Payment Gateway incident and event alerts, SQL timeout error alerts, SYNC failures and/or alerts and IVR (PEAK Warning) alerts across all services iD oxs daily remittance file creation and processing Data load application errors Monitor infrastructure alerts, create cases and escalations to NSG Create cases a nd resolve production errors that occur overnight (as it pertains to transmission errors) Proactively assist with client campaigns set up and web page updates as it relates to verbiage Participate in generating client reports related to payments and enrol May be required to complete special projects lment This position is required to work a rotating shift consisting of daytime and overnight shiftshe
Responsible for daily system checks and for bank control total call ins Effectively monitor and initiate cases and escala tions in accordance with established case management and escalation processes for the following: o o o o o Payment imports, exports, and batch settlements Penny, EDNA and SMS application errors IVR, Web errors, ,Payment Gateway incident and event alerts, SQL timeout error alerts, SYNC failures and/or alerts and IVR (PEAK Warning) alerts across all services iD oxs daily remittance file creation and processing Data load application errors Monitor infrastructure alerts, create cases and escalations to NSG Create cases a nd resolve production errors that occur overnight (as it pertains to transmission errors) Proactively assist with client campaigns set up and web page updates as it relates to verbiage Participate in generating client reports related to payments and enrol May be required to complete special projects lment This position is required to work a rotating shift consisting of daytime and overnight shiftshe