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Tech Support Data Bases

Azcapotzalco, México


This role would be part of a team trying to revolutionize our customer interaction. We will be utilizing industry leading technologies to develop a better experience for our customer support interactions. We are looking for full a SQL/ARMS Collections Specialist who wants to work with fields like:
• Coordinate with ARMS user groups to match ARMS functions with business collection centers’ methods and procedures to ARMS functions and processes.
• Learn from center management and related Methods and Procedures teams the desired outcomes and outflows.
• Determine which functions and procedures in ARMS best fits the center’s requirements.
• Work with center management and Methods and Procedures before, during and after implementation of new procedures to ensure a smooth transition.

Primary support for ARMS users, handling all inquiries, requests and concerns received.
• Guide and direct and ARMSSUPPORT technical specialists handling the ARMSSUPPORT mailbox, allowing them to help users with a wide range of access, technical and procedural issues.
• Handle requests and concerns from users that ARMSSUPORT cannot handle. When unable to do solve the issue alone, sends the issue to the appropriate person or department to handle.
• Provide follow-up for issues that were handed off to ensure resolution was handled smoothly and completely.
• Serves as the ARMS functionality guru due to a high-level knowledge of collection center practices and the ARMS GUI and data.
• Updates various tables to maintain ARMS data and functionality.
• Ensures all accounts are named to the appropriate parent groups, using account markings from a range of inputs, including bill names and SAART data.
• Maintains and oversees account assignments to collection reps. Utilizing inputs from many sources stored in spreadsheets to produce an assignment table that meet the needs of all the collection centers.
• Monitors and updates account segments based on bill markings, SAART segmentation and other inputs so accounts are reported and assigned to the proper portfolios and collection centers.
• Maintains the flag and sub-activities table to provide the desired flags and bring-ups on the accounts meeting specified criteria. Monitors flags and brings-ups to verify accuracy.
• Serves as a strategic member of our team during an ARMS enhancement project.
• Translates business collection centers’ requests into work requests that IT can use as requirements.
• Coordinates with Am DOCs and the ARMS team throughout the project to make sure the collection centers’ requests are being addressed.
• Performs a large amount of the User acceptance and release testing at the time of project releases. Coordinates with user groups for UAT testing when required.

o 5 to 8 years of related experience
o A high level of collection center practices, methods and procedures knowledge.
o High- level knowledge of ARMS functionality and data.
o Excellent communication and people skills.
o Bachelor’s degree or higher in Computer Science, Software Engineering or Computer Engineering, or related discipline
o Possess strong verbal and written communication skills
o Full Bilingual (English & Spanish Speaker)
o Strong organization and prioritization skills PRFERRED QUALIFICATIONS o Excel skills, including lookup functions, pivot tables and more.
o Microsoft Office in general.
o Some SQL experience, can be acquired on the job or training.

ID de la oferta 2117455I-M Fecha de publicación 03/25/2021

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