Operations Support Specialist

Job DetailsJob Location: Medelin, Antioquia 050021Position Type: Full TimeTravel Percentage: NegligibleJob Category: Admin - ClericalJob Description Position Title: Bilingual Operational Support Language (s): All applicants must speak fluent English. Any other language is a plus Contract Type: Labor / Indefinite Terms Equip. required: Computer 8GB RAM / Windows 10 or later / Internet speed 30 MB Job Start Date: Immediate Location: Remote Country: Colombia Hours: 8:00 AM to 5:00 PM US (EST/CST) Monday to Friday Flexible schedule based on business needs Reports To: Operational Support Manager Company Overview D&S Global Solutions provides world-class Order-to-Cash solutions, leveraging proprietary technology and global delivery capabilities, to deliver frictionless customer experience and optimized client outcomes. D&S Global Solutions was founded in 1997, headquarters: Austin, TX. Current clients include many of the most sophisticated service companies in technology, financial services, agriculture, and credit issuers, including several Fortune 100 companies. D&S teams are in North America, LATAM, EMEA and Asia providing services into over 190 countries for our clients.

Job Description

The operational support conducts an interface within the operations team (collections / accounts receivable agent) and the client. Essential Duties and Responsibilities include the following: Monitor inbound customer email inboxes to ensure prompt, organized, and consistent responses, manage customer communications, including document requests, proof of payments, and account updates, and support the collections team by providing timely information and accurate system documentation Access client systems to retrieve and archive documents for agent ticketing and filing purposes; update customer accounts and provide requested documentation directly to customers Escalate requests for documentation from clients to ensure necessary information is available for debtor account review or collector action Prepare and distribute routine client reports in accordance with established schedules and requirements, ensure all reports include appropriate backup documentation and supporting correspondence to provide context and a comprehensive overview of account activity; collaborate with internal teams as needed to gather accurate data and ensure timely delivery to clients Provide backup support to the mailroom, including but not limited to printing and mailing physical letters, legal documents, and affidavits, as well as preparing printed materials for client presentations Secondary Job Duties: If assigned, prepare and distribute daily attendance reports to designated Cadex personnel to support departmental planning and the reassignment of responsibilities as needed to ensure operational coverage Monitor LiveVox voicemail messages and promptly route them to the appropriate team members or departments to ensure timely follow-up and resolution Publish and update operating procedures and training materials to ensure consistency, accuracy, and compliance Continuously seek opportunities for process improvement and propose ideas Perform general administrative support as needed, including data entry and documentation handling Foster effective communication and collaboration between countries and cultures within all regions Assist in Operation support project work as required Act as backup to other members of the Operations Support Department Maintain a high level of professionalism and confidentiality with all information entrusted with QualificationsQualifications: ● Ability to speak fluently and write clearly in English ● Attention to detail ● Excellent written and verbal communication skills ● Ability to work in multiple systems ● Adaptable to change in a fast-paced work environment ● Ability to manage multiple projects and priorities ● Proficiency in MS Word and Excel ● Ability to build rapport, ask questions, listen and redirect the conversations ● Ability to overcome objections, analyze responses and negotiate resolutions ● Work independently and as part of a team to achieve required metrics and standards ● Solid time management skills ● Knowledge in customer service or BPO industry (2+ years) ● Ability to adapt to new business opportunities, challenges and client demands ● Excellent verbal and written communication skills ● Ability to learn and grow with our organization