The Account Develoment Specialist is responsible for designing, programming, and testing client accounts and reports as well as assist other Client Service Teams with general programming and on call schedules, as needed. Designs, programs, and tests client accounts (within all systems) using templated standards. Handles adds/changes/deletes to existing client applications. Creates Database layouts as appropriate, uploads client databases, interfaces with appropriate IVR scripts and structures. Establish VPN/Internet connections to client’s systems. Evaluate and establish secure connections and methods for data transfer with clients using existing processes. Establish encryption for data needs at client/compliance request using existing tools. Assist in developing custom reporting for clients. Develop custom integration between client systems and internal systems to meet clients data needs and provide a consistent structure for ease of agent use. Creates flow charts, as needed. Assists other teams, as needed (e.g., general programming, entering on call schedules). Performs other duties as required or requested.
Education and Experience Required:
Education equivalent to an Associates degree or the equivalent in related experience.
One or more years of experience in contact center, including dispatch experience. .
Demonstrates a full understanding of call center processes and account layouts.
Demonstrates Intermediate-Advanced computer skills including Windows, Microsoft Office, Internet Explorer or similar web browser.
Demonstrates the ability to comprehend and utilize call center systems, applications and databases to program accounts.