Incentives Account Specialist

Job Summary:

The Incentives Account Specialist is responsible for providing outstanding customer service to clients by assisting the Supervisor and/or Department Specialist in executing, delegating and following up on work assignments. The Incentives Account Specialist may be required to assist with and/or perform all work assignments delegated to other hourly employees (Department Specialists, Correspondents and Claims Processors). Incentives Account Specialists facilitate daily communications with team members, clients, customers/retailers and/or third-party vendors. The Incentives Account Specialist monitors work assignments delegated to Correspondents and Claims Processors, and assists with special projects and the preparation of reports (routine and/or ad hoc). The Incentives Account Specialist ensures compliance with client's program specifications and ACB policies and procedures.

Duties/Responsibilities:

• Serve as a contact for Rebates/Incentive clients, participants, consumers and third-party vendors. Monitor and respond to emails sent to customer service inboxes and employee inbox within 24 hours. Assist the Supervisor in ensuring that client and ACB goals are being met with regard to production and customer service commitments.
• Assist the Supervisor in ensuring that claim processing complies with ACB and client policies, program guidelines, and turnaround commitments. Provide daily claim status reports. Review claims as necessary to ensure quality and accuracy of processing (check claims processed by other team members and provide feedback to team members regarding quality of work as appropriate). Ensure that pended claim process follows established procedures. Provide continual feedback of the effectiveness of processes and procedures to the Supervisor. Provide suggestions to improve operations, efficiency, and service.
• Assist Supervisor in ensuring that employees have appropriate training and other resources to perform their jobs. Assist in the coordination of on-going staff training and development to increase performance levels and improve customer service.
• Receive, research, and resolve client questions and complaints when appropriate. Facilitate oral and/or written communications to ensure clients receive timely and efficient service. Maintain necessary documentation related to communications. Review and identify potential client-related issues with the Supervisor and proactively seek potential solutions.
• Communicate information regarding claim status, turnaround time, client status, and/or issues to Supervisor.
• Write, review, and present programming change requests to Supervisor. Oversee report quality, accuracy and data integrity. Create and produce ad hoc client reports upon request.
• Administer client projects related to current business, special programs or new client installations.
• Communicate disciplinary and/or performance problems according to company policy to the Supervisor.
• Participate in resolution of employee relation issues as requested by Supervisor. Create and maintain a high-quality work environment so team members are motivated to perform at their highest level and to continue working for the company.
• Meet established performance expectations for quantity and quality of work performed.
• Act as team lead in the absence of the Supervisor, when directed.

Required Skills/Abilities:

• PC knowledge, including Microsoft Office products; Outlook, Word, and Excel.
• Basic understanding of accounting principles.
• Strong organizational and time management skills are needed to manage multiple tasks/priorities.
• Ability to interpret an extensive variety of instructions in written or verbal form.
• Ability to communicate with employees, clients, and/or customers and to answer and process questions.

Education and Experience:

• High School Diploma or equivalent certificate.
• 2 years of office experience. Previous cooperative advertising or incentives experience a plus.
• Demonstrated experience as a lead or mentor in a customer service or production environment. Prior experience with ACB preferred.

Current Openings for Incentives Account Specialist Jobs at The Advertising Checking Bureau, Inc.