Channel Support Professional - VR

Location: Whitby, Ontario, Canada
Date Posted: 07-08-2018
  • Support the day to day program activities of the CSM
  • Works according to an established program date ranges and can prioritize tasks based on required deadlines
  • Assist in delivering program-specific training to CSPs and sales channel (hosting webinars)
  • Effectively works with programs team, processing teams and channel support centers to support accurately support programs
  • Coordinate and execute claim notifications during promotion (Alerts)
  • Works to ensure minimal organizational exposure and risk on program execution (hold maintenance, identifying hold trends, processing improvements)
  • Ensures program supporting documents (flyers, approval matrix, FAQ/Lithium etc) are complete, current, communicated and stored appropriately.
  • Ensures program learnings and outcomes are captured and reported for future use in QBR (prepares performance slides)
  • Facilitates interpersonal communication effectively.
  • Keeps CSM well informed of status of all program deliverables as was determined at onset of Program creation (budget/hold %/interaction rate)
  • Resolves and/or escalates issues in a timely fashion.
  • Understands how to communicate difficult/sensitive information tactfully/efficiently
  • Tracks lessons learned over the course of a program and shares those lessons with CSM and as part of program conclusion handoff
  • Creates and/or tracks Jira tickets where applicable (intakes/flyers/dealer channel updates/model additions)
  • Expires all programs based on expiry criteria to close program budget (Ensures no open claims past 6 months)
  • Monitors/executes and reports on Exceptions and escalations from channel centers and sent by client
  • Works with CSM and Programs team to establish program Best Practices overall to reduce interaction volume
  • Approves and reviews POS claim submissions and approvals where necessary
  • Notifies the CSM and RAC teams of odd/fraudulent behaviour
  • Work closely with CSM on payment reconciliation including reconciliation and troubleshooting
  • Manage dealer enrollment process
  • Primary investigation on any payment questions from channel

  • Proven organizational and follow-up skills (including prioritization)
  • Background in a software company, or has a natural comfort with software applications an asset
  • Demonstrates knowledge of 360insights CORE and Next Gen platforms
  • Excellent attention to detail and the ability to effectively support multiple projects.
  • Exceptional interpersonal skills to effectively work cross functionally; source information, train others and provide sufficient influence to achieve success.
  • Ability to work independently, remotely and as part of a dynamic team.
  • Intermediate knowledge of MS Office, Excel, PowerPoint, Adobe Connect and Google Applications with an aptitude to learn internal software and other relevant applications
  • Comfortable working in fast-paced environment where priorities are constantly changing
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