Customer Support Ops Rep III

Review credit cases and reports to identify unassigned requests, aging cases, overdue approvals, missing information, and stalled work. Coordinate with team owners and stakeholders to establish clear ownership for unassigned cases and follow through until an accountable owner is recorded. Identify aging credit cases and contact case owners and management to confirm status, next steps, blockers, and expected timing. Influence stakeholders across teams to reach timely decisions, establish clear ownership, and drive agreed actions through completion; escalate unresolved blockers as needed. Review credit remedies awaiting approval, identify what is preventing a decision, and coordinate with the appropriate stakeholders to resolve or escalate blockers. Track credit case movement from intake through validation, analysis, recommendation, approval, and transaction. Identify misrouted cases and coordinate re-assignment to the appropriate team. Escalate significant blockers or delays, unclear ownership, repeated process issues, or financial and customer risks through established channels. Provide regular readouts to management into case blockers and ownership gaps while identifying patterns and recommending process improvements. 3-5 years experience in case management, customer escalations, business operations, billing, finance, customer support, or a related environment. Strong organization and follow-through, with the ability to manage recurring reviews, multiple cases, and competing deadlines. Clear written and verbal communication skills; able to follow up professionally and persistently with stakeholders across teams. Analytical ability to review case information, recognize aging or workflow gaps, summarize blockers, and identify appropriate next steps. Working proficiency with PC and office applications, including Excel; ability to learn and use Salesforce and reporting tools such as Power BI. Accuracy and attention to detail when updating case ownership, status, aging, and supporting information. Ability to learn new systems, processes, and technologies and apply established procedures consistently. Experience with Salesforce case management, customer escalations, credit or concession workflows, accounts receivable, billing operations, or approval queues. Experience using Excel or Power BI reports to monitor work queues, aging, ownership, or service levels. Understanding of contract changes, recurring revenue, customer offboarding, or financial remedies. Experience coordinating work across shared service, finance, customer operations, or case-owning teams. Success In This Role Will Be Measured By Progress toward zero unassigned credit cases; reduction in aging cases and approval delays; consistent, effective resolution or escalation of blockers; and improved visibility and stewardship of UKG credit dollars.