Relocation assistance is not currently offered for this position.
Job Purpose
The Operations Coordinator (KC) will support the Senior Operations Administrator, Division Manager, and team in key aspects of operations for two U.S.-based businesses under shared management: a consulting firm and a law firm. A motivated self-starter, the Operations Coordinator (KC) will play a crucial role in developing and implementing efficient processes to meet operational needs while delivering exceptional service to clients, colleagues, and management. The Operations Coordinator (KC) will act as the primary liaison, ensuring timely and effective communication with clients, while providing day-to-day TLS client support to drive client retention, continuous service satisfaction, and contribute directly to TLS revenue through the TLS division.
Duties and Responsibilities
The Operations Coordinator (KC) will act as a critical liaison between the TLS division and clients, supporting the Senior Operations Administrator and Division Manager while understanding client needs to optimize efficiencies. Key responsibilities include reviewing reports and legal documents, drafting correspondence, collecting and analyzing data, initiating communications, and organizing client meetings as necessary.
The Operations Coordinator (KC) will also advise on improvements and next steps to ensure client satisfaction throughout the TLS Division-Client relationship. To achieve this, the Operations Coordinator will work independently, problem-solving with minimal supervision while fulfilling the outlined duties and responsibilities.
As an Operations Coordinator (KC), your responsibilities will include, but are not limited to:
Using his/her discretion to proactively represent the division by communicating and obtaining information; following up on delegated assignments; knowing when to act and when to refer matters to the Senior Operations Administrator and/or Division Manager.
Assist in conducting research as needed to better understand the nature of clients' businesses.
For the , projects include:
a) Supporting the collection and review of documents and other information needed to analyze claimants' eligibility to participate in the Visa/Mastercard Interchange Fee Class Action Settlement, such as:
i. Contacting the claimant to gather the information/documents needed to submit claims through the Court-approved website: www.paymentcardsettlement.com.
ii. Following, tracking, and managing the statuses, deadlines, and next steps of the claims, including resolving any conflicts or deficiencies in the 3rd party filer authorization documents provided to the Class Administrator and assisting with obtaining additional documentation or information as needed to assist the Class Administrator with completing additional research to maximize the claimants' recovery.
iii. Monitoring and documenting claims progress in Google Sheets and the law firm's case management system.
iv. Once the credit card claim is paid, invoicing claimants' attorney fees for the professional services provided
v. Following up on the payment of the claimants' attorney fees as needed.
vi. Preparing, modifying, and updating reports and spreadsheets related to the claim submission management and the payments of its related invoices, as needed in real-time.
vii. Analyze all data necessary to prepare, modify, and update claims' and attorney fees' reports and spreadsheets.
b) Supporting the collection and the review of documents to analyze eligibility for the Employee Retention Tax Credit ("ERC"), created under the CARES Act - to determine potential tax savings, such as:
i. answering client questions and communicating in a professional manner with clients;
ii. auditing client files to ensure completion;
iii. reporting to management on daily key performance indicators; and
iv. following up with clients to confirm the receipt of their ERC refund checks, as well as with the payment of the attorney fee for the ERC services provided.
For the consulting company, duties may include:
a) communicating with clients regarding the status of projects;
b) attending meetings with company management, taking detailed notes, executing against follow-up tasks, and reporting progress to company management;
c) following up with company clients on accounts payable associated with projects;
d) tracking the status of accounts payable;
e) answering client questions and communicating in a professional manner with clients;
f) auditing client files in order to ensure completion; and
g) reporting to management on daily/monthly key performance indicators as required.
Qualifications and Requirements
A Bachelor's Degree with a minimum of three (3) years of experience in Operations, Account Management, or Customer Service, or Juris Doctorate graduate with a minimum of two (2) years in these areas.
Be highly driven to succeed, creative, hard-working, and adaptable to fast-paced, high intensity work environment.
Strong organizational skills with great attention to detail.
Willing and motivated to train in operations, customer service, and account management.
Excellent problem-solving, interpersonal, organizational, and analytical skills.
Establishing priorities and meeting deadlines is a plus.
Ability to work independently and as part of a team.
Strong comprehension of directions, strategies, and procedures.
Proficient in Microsoft Excel, Google Sheets, and standard software (Windows, Microsoft Office, Google Drive).
Proficient in Intuidesk (v1 and v2) with an advanced understanding of the merchant claim submission process through the Court-approved Visa/Mastercard Interchange Fee Lawsuit website, www.paymentcardsettlement.com.
Excellent spelling, grammar, verbal, and written communication skills in English.
Excellent telephone and oral communication skills in English and Spanish.
Excellent customer service and multitasking abilities.
TLS is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, religion, creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, social status, ancestry, marital status, civil union status, medical condition, disability (mental and physical), military and veteran status, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.
Candidates who live within a reasonable commute to the office will work in the office at least 2 days a week.
Job Type: Full-time
Pay: $40,000.00 - $44,200.00 per year
Benefits:
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Monday to Friday
Work Location: Hybrid remote in San Juan, PR 00918