Correspondence Clerks

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Also known as:
Claims Correspondence Clerk, Correspondence Clerk, Correspondence Representative, Correspondence Transcriber, Customer Service Correspondence Clerk, Fan Mail Editor, Medicare Correspondence Representative, Student Loan Correspondent

SNAPSHOT
Compose letters or electronic correspondence in reply to requests for merchandise, damage claims, credit and other information, delinquent accounts, incorrect billings, or unsatisfactory services. Duties may include gathering data to formulate reply and preparing correspondence.
Leadership
HIGH
Critical decision making
HIGH
Level of responsibilities
HIGH
Job challenge and pressure to meet deadlines
HIGH
Dealing and handling conflict
LOW
Competition for this position
MED
Communication with others
HIGH
Work closely with team members, clients etc.
HIGH
Comfort of the work setting
HIGH
Exposure to extreme environmental conditions
LOW
Exposure to job hazards
LOW
Physical demands
LOW
Daily tasks

Read incoming correspondence to ascertain nature of writers' concerns and to determine disposition of correspondence.

Route correspondence to other departments for reply.

Compile data from records to prepare periodic reports.

Maintain files and control records to show correspondence activities.

Prepare documents and correspondence, such as damage claims, credit and billing inquiries, invoices, and service complaints.

Gather records pertinent to specific problems, review them for completeness and accuracy, and attach records to correspondence as necessary.

MAIN ACTIVITIES
Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
Organizing, Planning, and Prioritizing Work Developing specific goals and plans to prioritize, organize, and accomplish your work.
Communicating with Persons Outside Organization Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Performing Administrative Activities Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Processing Information Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Documenting/Recording Information Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
AREAS OF KNOWLEDGE
English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Clerical Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Customer and Personal Service Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Mathematics Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Administration and Management Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Computers and Electronics Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Economics and Accounting Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
Law and Government Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
TOP SKILLS
Writing Communicating effectively in writing as appropriate for the needs of the audience.
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Speaking Talking to others to convey information effectively.
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.