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3. Walk through how you ensure daily payment processing deadlines are met. To ensure deadlines are met, you must have clear and effective communication. For success you need to make sure that you have an effective process. It is critical to review items, and to make sure that ever yone is aligned. 4. What payment processing systems or ERP pl atforms have you used. The team uses, Teleplus, RMA (Risk Management Accelerator), AM 2.0. XactA nalysis, Cotality, Contractor Central. 5. How do you handle multiple high-priority issues at once? You are not alone. You handle it by utilizing all resources, and delegate. Have trust in your team, that all items will be completed. 6. “You inherit a team with low morale and high error rates—what’s your pl an?” My pl an is to do ever y thing I can to find out the root of the problem. One to one session, or even quick huddles or important to tr y and get rid of low morale. 7. How do you handle compl aints about l ate or incorrect payments? We handle them in cl ass. We understand that we are talking about contractors, and their money, and we tr y to handle each compl aint with care. We give them a thorough reason behind what the issue is, and what our team is doing to work on preventing the issue from happening again. If there is incorrect payment, it could be do not get the contractor ’s correct address. Before issuing out any payment, we verif y the contractor ’s address to prevent this from happening . The payment processing team is ver y thorough when it comes to preventing incorrect payments. If we overpay a contractor, Craw ford has a default in pl ace where a payment won’t be issued out. We can’t send out an overage, we can only pay what we have set up in RMA . 8. Describe your experience with automation tools or batch processing . I don’t have experience with automation tools, but I believe Contractor Connection is working on automation with Processing Map team. We are currently meeting with Shenna Greene to find out if there are ways to automate payment processing . Like in Membership S er vices, Payment S er vices is a ver y manual process. We have had Teleplus start with automation, but we still need to get payments out faster. We are currently partnering with the lead analyst with Broadspire to assist with batch processing .1. How do you motivate a team to handle repetitive, high-volume payment tasks? The key to motivating is support and providing the team with the tools to success. In the l ast couple of months, we have received escal ations from senior leadership. The key is to review all items, and address questions and concerns, and show the team that you have confidence that all tasks will be handled. 2. What’s your approach to coaching employees on accuracy and productivity ? My approach to coaching employees on accuracy and productivity is to review notations in XactA nalysis or Cotality. The key is to make sure that all information that is presented in notes is accurate.By Ashia Curry Employee Corner THE CONNECTOR pg 04 Jay Hart Customer Service Supervisor