Chinelle Jacinta Biggs

Enrollment Responsibilities:

• Primary responsibility for initial audit of participant applications for completion and eligibility per the J-1 Summer Work Travel regulations.
• Prioritizing the application queue progress to ensure timely auditing that meets our customer service commitments (10 business days maximum, ideally within five).
• Ensure clear notes within online application are made to partners regarding missing items or questions.
• Coordinate the scheduling of interviews, conduct AAG pre-screen interviews and/or review online recorded interviews.
• Review and evaluate lifeguard swim videos for swimming competencies against host company requirements.
• Participate in weekly departmental meetings, leading meetings and compiling data for meetings as needed.

Placement Responsibilities:

• Support Host Company Account Managers with entering and updating Student Request
  Forms for returning business, ensuring appropriate edits and updates are made.
• Coordinate vetting and creation of self-placements in our system with the Compliance. Department; assist with the vetting of self-placed companies and housing as needed or assigned.
• Re-vetting and/or researching housing leads for full placements as needed.
• Making weekly reservations of positions to designated partners.
• Creating job orders, updating and requesting company documents, adding and evaluating training plans.
• Teach: Experience in creating new school locations and placements on online system.
• Drawing up compliance approved training plans and placements in accordance with department of state.
• Assisting with weekly reporting through generating necessary reports; Orders in process, H-INTs, Arrivals report.
  

General Team Support:

• Assisting with weekly reporting through generating necessary reports, updating/tracking reports such as Orders in process, H-INTs, Arrivals report, Supervisor Pending Tipp signatures.
• Supporting in-person or Skype recruitment fairs: creating agendas, screening resumes, updating and combining PowerPoint presentations and creating tracking sheets.

• Full end-to-end data capturing & administration
• Supporting the operational functions of external Debt Collectors
• Compiling daily, weekly & monthly reports on specified processes
• Timeous management & controlling of documentation
• Facilitating of the payment processing functions by supplying information to relevant departments
• Facilitating of handover files to external agencies & monitoring
• Resolving all internal & external collections related queries
• Attending to customer service internal escalations
• Attending to manual processing of transactions
• The main purpose of the role is to help provide a support function for all external debt collectors & fulfill the entire administrative functions across the collections & recoveries portfolios
• The role includes attending to customer escalations matters & related functions

• Customer Service: Capture Data - ensure all customer information is updated & captured accurately
• Maintaining excellent levels of customer service
• Acknowledge & resolve customer complaints at the first point of contact
• Log all customer interactions, on internal systems – meeting compliance & legal requirements
• Direct unresolved cases to the Customer Resolution Specialists, recording the appropriate details of the inquiry
• General Customer Support: Perform appropriate customer & income verification
• Assist customers through application process
• Assist customers with general queries
• Assessing loan applications in accordance with the company policy & processes
• Proactively identify & escalate potentially fraudulent accounts/documents
• Processing & verifying of customer refunds
• Collections: Identify financially vulnerable customers
• Provide customer with relevant information
• Negotiating repayment arrangements
• Set up debit orders via Naedo system

• Capture Data: Ensure all customer information is updated & captured on time, & accurately
• Collect on early stage & late stage collections
• Competent in FCA (Financial Conduct Authority) Act & procedure
• Competent in Fraud & Forensics Act in UK market including PA (Data protection Act)
• Calling clientele & collecting on outstanding debt
• Negotiating PTPs, following up on existing arrangements
• Completing Income & Expenditure forms with clients telephonically
• Working on case studies & case reports
• Responding to client via emails
• Working with sensitive & confidential client information
• Dealing with trace & fraud cases

• Capturing & updating of client information
• Liaising with debtors regarding arrears accounts telephonically
• Making & authorising payment arrangements on clients’ accounts
• Following up on payments/payment method
• Handling of outbound as well as inbound calls
• Managing complaints & escalations