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National Capital Region, Philippines

NCR - National Capital Region, Philippines

• Provide scoping, pricing and quotation for the clients’ Payroll Extract requirements.
• Responsible for the design, configuration, testing and implementation of configurable system integration solutions.
• Maintain Quality Assurance procedures and standards. Review completed Extract projects by the team.
• Maintain customer folders and Customer Service Records (i.e. Incidents).
• Check the production site of the client if its ready for the Extract project to begin.
• Assist in managing Extract related cases in Salesforce.

NCR - National Capital Region, Philippines

• Managing Concur Audit Service policy, procedures and technology incorporating independent judgment and analysis in performing advanced clerical duties for the clients.
• Maintaining relationships with all types of clients especially those regarded as High Profile and/or large-size, in coordination with all stakeholders including but not limited to Audit Operations, Quality, and Training.
• Managing escalated issues through appropriate review of relevant documentation, formulation of concrete action plans to resolve concerns, and reconciliation of client want and business need with accurate use of the.
• Assisting with training and mentoring of newly-hired Client Services Specialists through classroom discussions, Side-by-Side sessions, and coaching/feedback.
• Mentoring, coaching and performance-tracking of teammates who were identified by Client Services Lead/s as someone who would benefit best from assistance of a peer.
• Updating product and process knowledge by leading or participating in team huddles/calibration sessions, coordinating with relevant department (e.g. Quality Team), and/or initiating or participating in instructor-led.

NCR - National Capital Region, Philippines

• Prepare for incoming client inquiries by studying Concur Audit Service features, processes and procedures. Engage clients proactively by setting up conference calls and/or providing written updates at least once a month.
• Receive client inquiries via email or Salesforce regarding the Audit Service and forward or escalate as necessary to the correct group or individual.
• Evaluate and review audits done by Auditors and provide accurate recommendation to correct reports adherence to clients’ audit guidelines.
• Give feedback to Team Leads for errors found on reports viewed and recommend best practices.
• Updates the Sent Back Report and For Approval Report every end of each day to maintain a Quality database, and keeping the key stakeholders updated on the developments within quality.
• Provide recommendations for audit re-training and up-training to Auditors as required.