Operations Support Specialist II

Administrative Support Specialist

As a part of the global industrial organization Marmon Holdingswhich is backed by Berkshire Hathawayyou'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

This role plays a vital part in ensuring organizational compliance and operational efficiency through effective administrative support and documentation management. The ideal candidate excels in attention to detail, cross-functional communication, and process coordination. Key responsibilities include generating reports, creating and managing spreadsheets, and maintaining internal web pages or portals to enhance compliance workflows and streamline daily office functions.

Essential Duties & Responsibilities

• Portal Traffic Management: Respond to email inquiries related to forgeries, complaints, and validation requests.
• Mail/Email/Web Correspondence: Process incoming mail, email regarding credit disputes, credit counseling, and bankruptcy-related correspondence.
• Electronic Filing System (OnBase): Learn and implement the OnBase electronic filing system to streamline daily work tasks.
• Collection Support: Handle requests for collection representatives and management, ensuring smooth communication and documentation.
• Compliance Documentation: Process and mail West Virginia Right to Cure notices and Connecticut Paid in Full letters.
• Weekly Data Reporting: Provide weekly updates on completed duties, tracking and reporting key data efficiently.
• Escalated Calls & Collections: Assist with handling collections and escalated calls, offering customer support and problem resolution.
• Fax & Clerical Handling: Assist with incoming and outgoing faxes, department memos, emails, and clerical letters.
• Policy and Procedure Updates: Maintain and update policies and procedures relevant to assigned duties to ensure compliance and accuracy.
• Task Assignment: Assign specific tasks to representatives as needed to support daily operations.
• Attorney & Bulk Validations: Process both Attorney Validations and Bulk Validations, ensuring compliance with legal guidelines and accuracy.
• Forgery Investigation: Investigate and resolve cases of potential forgeries according to company protocols.
• Contract Review: Process contract requests from agencies or consumer request.
• DOW Report: Manage and resolve time zone discrepancies and ensure accurate tracking of data.
• Customer Web Changes: Review and process customer requests for web updates, ensuring all changes are accurate and timely.
• EFT Report (No First Payment): Generate and review reports for EFT accounts that have not taken the first payment, following up with appropriate actions.
• Bounced Email Corrections: Handle and resolve issues related to bounced emails, ensuring proper email deliverability and communication flow.
• Additional Tasks: Perform other duties as assigned by management, including supporting other departments and teams with various administrative, compliance, or operational needs.

May also specialize in one of the following areas:

• Collection Agency responsibilities include the day-to-day duties with respect to inventory and performance management of contracted collection agencies. This role is responsible for ensuring that all charged-off account inventory is transferred accurately and on time, and for providing agency support in holding agencies accountable for our desired monthly/yearly revenue objectives. Also, include month end coding, distribution and reporting.
• Bankruptcy includes administrative collection-related tasks such as preparing and filing legal documents, handling bankruptcy correspondence, and communicating with bankruptcy courts, trustees and attorneys. Must ensure company's full compliance with all related bankruptcy regulations.
• Account Administrator is responsible for any service assigned, customer refunds, pre-notes, and overall review of accounts for payment maintenance and proper account closing procedures. It is the job of the account administrator to work closely with Account Service Management on everyday procedures and may assist on all areas of administration when necessary.
• Accounts Maintenance responsibilities include collection projects, department support, data reporting and analysis, regulatory compliance, and other duties necessary to support the primary functions and efficiency of the Account Services team.

Skills & Abilities

• Ability to cross-train within all areas of department to ensure optimal work coverage
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to understand, analyze and assess risk factors on risk management reports.
• Ability to multi-task in a busy, fast-paced, sometimes stressful environment with frequent interruptions.
• Ability to communicate effectively on the phone and in person for up to 8 hours per day.
• Ability to work effectively with employees and customers.
• Ability to work quickly in accordance with customers' time constraints.
• Ability to read, write and perform mathematical calculations.
• Attention to detail.
• Ability to understand and follow policies, procedures and guidelines.
• Proficiency with a computer, standard office equipment and computer programs, including but not limited to Microsoft Suite (Outlook, Excel, Word, PowerPoint), Internet/search engine savvy.

Minimum Qualifications

• High school diploma or equivalent required. Some college preferred.
• Excellent time management skills and ability to multi-task and prioritize work.
• Excellent organizational skills; accuracy and timely with work output.
• Excellent customer service skills with internal and external partners.
• Excellent problem-solving skills.
• Proven administrative assistant or similar experience with excellent written/verbal communication skills.

Working Conditions

Location: A combination of in-office and remote work. Specific details will be provided upon hire. May require sitting for extended periods at a desk based in a fast-paced environment with a mix of collaborative spaces and individual workstations. Office in Westlake, OH.

Work Environment: The office environment may be noisy at times due to phone calls and conversations from other employees, creating a lively atmosphere. While the office is typically well-lit and comfortable, noise levels can increase depending on the volume of calls and activities happening around the office.

Hours: Full-time, Monday through Friday, with some flexibility based on workload and volume. Standard office hours (e.g., 8:00 AM to 5:00 PM) are typical, though some overtime and weekend hours may be required during peak periods or as deadlines approach.

Physical Demands

Ability to sit for extended periods of time and use a computer.

Occasional light lifting (e.g., handling boxes or mail).

Handling and processing of physical documents, including sorting, scanning, and mailing.

Non-Physical Demands

Technology and Tools:

• Use of computers and office software (Microsoft Office, Excel, document management tools).
• Fax machines, scanners, and other office equipment.
• Familiarity with databases or internal systems for tracking correspondence and account statuses.

Work Pace: The pace can vary based on incoming document volume. Some tasks (like processing return mail) are flexible and can be worked on when other tasks are complete, while time-sensitive tasks (like mailing zero balance letters or processing legal documents) require prompt attention.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to View email address on click.appcast.io, and please be sure to include the title and the location of the position for which you are applying.