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Job Description:
Job Summary
CMF Team leader monitor and coordinate the setups in E2K that allow billing operation worldwide to flow appropriately, based on operational and customer needs. CMF team lead work collaboratively with other members of the team in order to process CMF creation/updates for all world regions, according to the requirements and rules each territory has. CMF operation involves flexibility and requires someone who is able to look out of the box. This role is critical due to the agility and attention to the detail is needed to address escalations and provide reports on time and accurate for leadership visibility
Responsibilities:
- Organizes and distributes projects and special cases according to volume.
- Ensure correct reporting of WOC and KPI to the management team.
- Assign work to the team ensuring the volume is correctly covered.
- Respond to escalations for urgent cases requested by stakeholders.
- Ensure DLPs are up to date.
- Reports daily status of cases to the management team.
- Assign the cases for each region according to priority (Digital mailbox, restore accounts, cash accounts, brokerage mailbox).
- Responds to customer inquiries as needed.
- Keep CEC cases within 24 hours.
- Participates in projects as directed by management.
- Ensure weekly audits are correctly completed.
- Coordinates training session according to team´s needs.
Qualifications:
- Proficient in Microsoft Office products, especially Excel
- Strong organizational, time management, analytical, and problem solving skills
- Excellent written and verbal communication skills
- Ability to multi-task in a fast-paced environment
- Experience with detailed research and analysis of a complex nature where established procedures may not exist
- Prior billing experience - Preferred
- Knowledge of multiple products, services, and business units - Preferred
- Bachelor's Degree in Business related field - Preferred
- English required (80%)
Employee Type:
Permanent
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