24 Hour Fitness, INC. Billing/Client Services Representative in Carlsbad, California

LOCATION 1265 Laurel Tree Lane Suite 200 Carlsbad CA 92011

The Billing/Client Services Representative (Transaction Processing Representative) is responsible for processing the daily tasks of the department. The position is responsible for processing incoming service requests, payments, payment declines and project requests, including most manual adjustment requests made to member records after point of sale. Requests are received through the Member Check In Member Inquiry system (MCMI), reporting, via email, mail or a call. The Transaction Processing Representative role is expected to accurately update member records in Oracle while enhancing the Club Member and Team Member experience by providing a high level of customer service.

ESSENTIAL DUTIES & RESPONSIBILTIES

  1. Transaction Processing
  • Understand and administer Membership Policies to ensure daily production results are consistent with established Member Services guidelines.

  • Comprehend and process information at a fast pace, have the ability to learn, retain and have an understanding of Membership Agreements as they related to company and department policies and procedures.

  • Analyze and process member-related service requests, payments, refunds, payment declines, and special project requests that are received from clubs, call centers, banks, vendors, and other departments then respond in accordance with established departmental policies, procedures and guidelines.

  • Calculate and create financial adjustments such as payments, credits, debit and prorated refund transactions.

  • Update and maintain member records.

  • Complete the standard number of production units established by the Supervisor and Manager for this position, called personal Service Level Agreements (SLAs).

  • Route difficult requests beyond scope of representative's ability and/or authority to Lead, Supervisor or appropriate department personnel for resolution.

  • Communicate anomalies, trends and newly obtained information to the Lead, Supervisor and/or Transaction Processing Manager.

  • Execute and prioritize daily tasks to ensure critical deadlines are met and quality of work produced meets or exceeds established Service Level Agreements (SLAs).

  1. Employee Development
  • Must successfully complete Transaction Processing training program.

  • Comprehend and analyze member data and make sound decisions based on accumulated facts to ensure the accurate processing of member records.

  • Maintain working knowledge of Membership Agreements as they related to company and department policies and procedures.

  • Learn and use Global Member System (GMS), Member Check In Member Inquiry system (MCMI), Oracle, Fit24, SharePoint and any associated banking websites to validate that member records are accurately updated on schedule.

  • Maintain accurate daily statistics of work completed to monitor productivity related to individual Service Level Agreements (SLAs).

  • Maintain accurate Time and Labor records in compliance with company policies.

  1. Relationship Development and Special Projects
  • Work collaboratively with Team Members, Leads, Supervisor, and Manager to ensure completeness of work transacted.

  • Identify and report anomalies related to system issues, transaction discrepancies, and data sources to Transaction Processing Supervisor or Manager.

REQUIRED QUALIFICATIONS

Knowledge, Skills & Abilities

  • Ability to multi task and work in a fast past, ever-changing environment.

  • Ability to understand credit and debit entries.

  • Proficient in Mathematical functions.

  • Basic knowledge and ability to use Microsoft Office Outlook, Excel and Word.

  • Displays analytical and problem solving skills.

  • Ability to prioritize and carry out multiple tasks in high-pressure environment.

  • Strong business knowledge.

  • Ability to understand and facilitate change.

  • Understands best practices related to satisfying internal and external customers.

  • Ability to make sound and independent decisions using guidelines as a point of reference.

  • Strong interpretive skills used to comprehend requests for service.

Minimum Educational Level/Certifications

  • High School Diploma or General Education Degree (GED).

Minimum Work Experience and Qualifications

  • 1+ year of office or club related experience.

Physical Demands/ Environmental Conditions

  • Work is performed in a standard office environment without unpleasant or hazardous conditions. Work entails typical physical demands involved in office work.

  • Regularly required to work standard office equipment (personal computer, copy machine, fax machine, etc.).

  • Ability to work on a computer up to 7 hours a day.

  • Regularly required to sit for long periods of time, and occasionally stand and walk.

  • Close vision required for computer usage.

  • Occasionally required to stoop, kneel, climb and lift up to 20 pounds.

Travel Requirement

  • Travel is not a requirement for this position.

FUNCTIONAL GROUP Membership

FULL-TIME Full-time