Document Processing Operation Analyst

SUMMARY:
Document Processing operation Analyst

POSITION INFO:

Document Processing Operation Analyst

Our Company is the customercommunications and engagement technology leader serving financial and regulated industries.

Our platform with its suite of integrated, SaaS software and document technology solutions helps clients digitize operations, improve efficiency, and modernize customer experience. With our Company, clients can communicate reliably and effectively, improve cross-sell and upsell opportunities, and drive increased loyalty and wallet share through personalized omnichannel communications.

We are expanding quickly and seeking a Document Processing Specialist for our Company in South Africa. 

The incumbent will be part of the Customer Communications Management (CCM) Operations team, delivering state-of-the-art print and mail product and services for customers.

Job Definition

Reporting to the Document Processing Manager, the successful candidate will be accountable for production delivery and QA validation tasks, with work instructions and established SLA timeframes for multiple customers.  In this role, it is expected that all work is to be completed accurately, in a timely fashion, and delivered with high quality.  Other tasks include documentation updates, assigned incident case investigations and resolutions, and assisting the department Team Lead on any outstanding production related tasks.

Key Responsibilities:

• Process electronic files using specialized software
• Check/validate processed documents for accuracy
• Ensure all production cycles achieve internal and external SLAs
• Provide internal customers with updates, progress status and reports
• Respond to Level 1 Support cases and update through internal tracking system
• Manage incoming queues (incident cases) regarding production status and help to resolve
• Escalate unsolved and/or critical problems as outlined in the escalation process
• Make recommendations to management on process improvement
• Work with Team Lead to resolve issues

Education & Technical Qualifications

• Tertiary Diploma/Degree in Information Technology, Computer Science, Business, or equivalent and work experience in a production environment.
• Experience with document processing and delivery is an asset
• Experience working in the financial industry (high accuracy environment) is an asset
• Experience with client-server environments
• Hands on experience using PC’s, including Windows Microsoft Office applications
• Experience working with XML data
• Experience managing/manipulating data in MS Excel, MS Access and MS SQL Server would be advantageous
• Experience with photo editing software
• Experience in Customer Service is an asset

NB! This job is now closed. You can apply for other jobs by uploading your CV.