The Coordinator II, Mail Refunds is responsible for processing refunds for our retail and wholesale customers. Refunds can be for returns, overpayments, and auction or service orders. The Coordinator communicates with banks (via email or phone) to verify checks have cleared and verifies customer history to ensure the refund is due. They research offsets with other accounting departments and complete accounting entries to clear internal variances.
This position is also responsible for supporting the Mail Refund customer service desk during business hours using the I3 customer interaction center for phone and email inquiries. Duties include answering the Mail Refund hotline, which includes calls from the stores and business partners, and responding to emails from our stores, business partners and customers.
PRIMARY DUTIES AND RESPONSIBILITIES
•Process refunds, including completing internal verifications and keying vendor information
•Review paperwork and customer history to determine verifications needed for processing
•Responsible for delivering an unrivaled customer experience. Communication with internal and external customers through the following methods: update PeopleSoft statuses and notes; emails and phone calls that come through the hotline and personal phone extension; follow up on outstanding issues and partner with associates in other departments and stores. Participate in call recording and formal call reviews (one on one with manager and in a group setting with team).
•Call financial institutions and customers (if necessary) to verify loan status and check clearance on customer accounts
•Perform accounting functions: run basic queries, key entries into PeopleSoft, reconcile general ledger accounts, and prepare monthly general ledger journal vouchers. Research and complete offsets with other accounting departments, including void/reissues, making necessary general ledger entries 30
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•Makes few errors; pays attention to details
•Makes and follows through on commitments; owns the work
•Delivers on customer commitments
•Partners with others to best serve the customer
•Builds and maintains strong relationships
•Contributes to team goals
•Thinks logically; has a thought process that is practical and grounded
•Uses resources to find answers; asks questions to gather information
EDUCATION and/or EXPERIENCE:
•Minimum of 3+ years of business experience, including 1+ years of accounting, finance or related experience (i.e. bookkeeping, cash management, office management) required or a related business degree
•Account reconciliation experience preferred
•Intermediate level of Microsoft Excel required (i.e. filtering, v-lookups, subtotals, shortcuts); basic level of Microsoft Access preferred
•High school diploma or equivalent required