JOHN PAUL DOHBILLA BELL

• As an AdminPlus Member Specialist (AP MS) you will provide support and administrative inquiries from plan members in English and French Language.
• You will resolve their issues and requests on the first call and perform accurate administrative transactions such as updating benefits, processing life events, etc.
• You will also respond to member queries through secure message and click to chat platforms.
• You will deliver a consistent and high-quality level of client service experience.
• The AP MS also answers member questions through secure message and click to chat channels.

• Provide customer service via phone, email, chat, and voice mail.
• Handle access requests and keep track of them using templates and trackers.
• Use various tools to extract data (One sources, MyWorkspace, PSA RM, PSA Finance, etc.).
• Update project monitoring tools regularly.
• Participate in client calls in English or French as needed by the project.
• Keep all Operation Procedure Manuals (OPMs) updated for all tasks to ensure process documentation.
• Gain full knowledge of the project and tools and proactively troubleshoot issues during project downtime.
• Identify opportunities for process improvement.

Responsibilities:

• Organize new and refresher training sessions for the entire distribution network of the company on the new and existing products and services.
• Conduct field visits with MTN Territory Sales Representatives (TSRs) in the region to coach and assist Points of Sale (POS) with company products and services.
• Organize forums for the whole distribution channel.
• Participate in all the sales force meetings, monthly meetings, and regional meetings with digital partners and MTN staff.

• Provide customer service for routine account-related requests (funds transfers, automatic funds transfers (AFTs), stop payments, inquiries, and bank checks verification).
• Persuade and open bank accounts for walk-in customers and conduct weekly field visits for corporate account creation.
• Conduct customer requested research, such as printing statements and check copies.
• Perform check operations (within and from other banks).
• Escort authorized bank personnel into the vault and maintain dual control for safekeeping access.
• Manage customer relationships.