Your responsibilities

• Review daily assignment schedule
• Review QM exceptions (if applicable); remediate exception or inform leadership that the exception should be challenged
• Work items/queues assigned to you for that day
• Once assigned items are cared for, the specialist will move to Salesforce new cases (working oldest to newest); specialist will continue to monitor their assigned queues to ensure new items are handled timely
• For complaints, locate the customer/account, create cases in Salesforce and Atlas, complete necessary fields in Salesforce and Atlas, and assign to the appropriate resolution agent
• For complaint case assignments, the intake specialist accesses the assignment tracker, locates the applicable resolution team tab, scrolls to the most recent entry for that case type to confirm the last person assigned, then accesses the OneNote assignment pages to confirm who is next in line for a case. If there is a limit, the intake specialist must consult the applicable report in Salesforce to confirm the current case count for that agent. Once the agent is confirmed, the intake specialist will add their name as the next entry in the tracker (spreadsheet) and assign the cases to them in Salesforce and Atlas, while ensuring the team and respondent details are accurate
• For non-complaints, the intake specialist will return the inquiry/correspondence to the submitting agent
• At the end of the day, ensure no cases remain in your name unless you have added a case comment indicating the information you are pending to complete setup of the case.

Our requirements

• High school diploma or equivalent
• Typically one to two years of relevant experience, preferably in quality analysis and measurement activities.
• Preferred Skills/Experience:
• Good knowledge and understanding of the products and services applicable to the assigned area
• Good knowledge of the productivity and accuracy standards of the assigned area
• Effective verbal and written communications skills
• Proficient computer navigation skills using a variety of software packages including Microsoft Office application.

What we offer

• Full-time position, employment agreement,

• Excellent package including complex medical care, group insurance, Multisport card,

• Highly professional, multicultural environment and high standards of work,

• Work in a dynamic team with a supportive inclusive culture and strong values,

• This role is not open for visa sponsorship.