Doxim is a leading provider of Customer Engagement Software solutions for Financial Service Organizations. Our software helps financial institutions transform their client experience, communicate effectively throughout the client life cycle and improve cross-sell and upsell activities that drive increased wallet share. Doxim's SaaS Customer Engagement Platform addresses key digitization challenges, from automated client onboarding, through improved, personalized communications to anytime, anywhere content access, tailored to a clients' channel preferences.
With 7 locations across the US and Canada, we are growing very fast, and seeking this role to help drive and accelerate our growth.
Reporting to the Operations (Process Control) Manager, the incumbent is to complete all monthly customer service projects according to instructions and within established SLA time frames for multiple customers and delivered per the specifications.
Ensure all production cycles achieve internal and external SLAs
Conduct regular QA checks to ensure accuracy and quality
Provide external and internal customers with updates, progress status and reports
Manage incoming queries regarding production status
Configure processing tools to meet client requirements and internal optimizations
Monitor the automation and act on any issues with statement and document processing
Review work orders to determine job specifications and operational requirements
Liaise with and make recommendations to the implementation team on new implementations/projects
Ensure the timely completion of all implementation or change request projects documenting each step in the CRM tool
Respond to Level 1 Support cases and update thought internal tracking system
Escalate unsolved and/or critical problems as outlined in the escalation process
Detail oriented with a strong commitment to quality
Strong problem solving skills and able to communicate findings to the team
Ability to handle multiple priorities while meeting specific deadlines
Good time management and well organized
Strong communication skills (written/verbal English)
Education & Technical Qualifications
Post-secondary degree or College Diploma in Computer Science, Business, or equivalent and work experience in a project oriented environment.
Experience with document processing and delivery is an asset
Experience working in the financial industry is an asset
Experience with client-server environments
Hands on experience using PC's, including Windows Microsoft Office applications
Experience working with XML data
Experience managing/manipulating data in MS Excel, MS Access and MS SQL Server would be advantageous
Experience with photo editing software
Occasional overtime/weekend work required
Ability to work in a high pressure, deadline oriented environment
Doxim is an Equal Opportunity Employer.