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Risk Management Representative 2
Risk Management Representative 2-March 2024
Plano
Mar 17, 2025
ABOUT INTUIT
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve with TurboTax, Credit Karma, QuickBooks, and Mailchimp.
10,000+ employees
Consumer Goods & Services, Financial Services
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About Risk Management Representative 2

  Overview

  As a Collector you are responsible for all reports that are directed to you for the work that you are responsible for on a daily basis. As a Collection representative, you maintain your Collection Queue daily, collect balances on accounts, make payment arrangements, settlements as well as post payments. You are also responsible for making outbound calls to customers and other financial institutions as well as take any incoming calls and/or return customer calls. You should maintain and keep up to date skip tracing information, document each account you work and respond to customer correspondence. All customer responses should be documented via case notes or case documentation through our internal scanning process. You have the ability to place customer accounts on ban control to recover funds and place ach debits. Make decisions to write off/waive account balances as well as outsource an account to a third party collections agency. Additionally you will be expected to perform all other Risk Management activities such as closing customer accounts and collaborating with various departments in order to make the best decision possible. You are required to collect a minimum of 14% of the queue assigned to you.

  What you'll bring

  Ensures company policy is followed while processing ACH within Association rules and regulations

  Proficient use of technology with exceptional internet research skills

  Ability to make independent and sound decisions and think on your feet in a dynamic environment

  Acts as a Subject Matter Expert on process/procedural changes

  Grows, develops and exercises facilitation skills to effectively communicate

  Participates and can manage small to medium sized projects & participates in cross functional team projects

  Ability to partner and work seamlessly across the team to effectively document and share problems, opportunities, and solutions

  Maintain 90%+ overall service level and strive for one call resolution

  Ensure service level agreements are met daily

  Communicates complex issues in ways that the customer easily understands and can successfully apply the solution

  Ability to manage multiple priorities in fast paced, high volume environment

  Working knowledge of Microsoft Office suites (Word, Excel, PowerPoint)

  Positive attitude and team player who demonstrates Intuit values

  Prior experience in ACH preferably within the payments industry (minimum 3 years)

  Knowledge of fraud behaviors

  Accounting knowledge

  Data entry skills

  High school diploma or GED is required

  How you will lead

  Perform at your best

  Improve your work knowledge by participating in training opportunities and cross training

  Make and deliver on commitments

  Actively solicit on-going feedback from co-workers and managers, apply those learnings to enhance performance and capabilities

  Strive for excellence in execution

  Pursue and embrace change, even if it involves risk

  Contribute to positive work environment

  Always behave in a professional manner

  Be open, fair and honest. Respect all employees

  Take ownership and learn from both successes and mistakes

  Create a positive work environment

  Give high value to new and creative approaches

  Maintain 100% engagement through training, development, and WCGB activities

  Work on a min of 1 special project per year

  Protect merchants and Intuit from losses

  Manage daily workload to ensure timely completion

  Prioritize work load to ensure efficiency

  Reduce customer complaints by increasing customer contact through remaining available for incoming calls

  Maintain 90% + overall service level and strive for one call resolutions

  Workload Management

  Monitor Assigned workload to completion

  Maintain a collection collected minimum amount of 14% of assigned queue

  Call volume should be no less than 30 per scheduled day of work

  Monthly queue reviews should reflect 100% current accounts and all accounts should be worked within policy and procedure

  Discretion in waivers less than $200 to “do the right thing now”

  Secondary Functions:

  Any work that is assigned directly from supervisor and/or manager in their absence

  projects that are assigned

  Tasks you take on solely and under the discretion of your management team

  Training new hires or temps when needed

  Serve as back up for the agent assigned as your “back up buddy”

  EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

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