Sr. Representative, Records (WW Business Support)

POSITION SUMMARY STATEMENT: 

 

The Sr. Records Representative will use advanced knowledge of the Records Department processes and procedures, and Herbalife Marketing Plan, to research, process and update Member information on the Herbalife business systems. The Sr. Records Representative is responsible for preparing, reviewing, maintaining, and organizing legal files. They conduct legal research and work in close liaison with our Distributors, Global Member Services and Herbalife’s internal Legal Counsel. This role will be expected to adhere to and maintain appropriate quotas and Service level Agreements, in addition to accuracy standards for higher level changes. Additionally, will be responsible to maintain Worldwide Records department Policy and Procedures including any global forms. 

 

DETAILED RESPONSIBILITIES/DUTIES: 

• Work in collaboration with management and legal on complex cases involving Divorces and Deceased distributorships. Cases require thorough research of legal documents.
• Research Transfer due to Decease/Inheritance, and Divorce requests for processing, ensuring that all required documents are received and within guidelines.
• Will serve as main source of support to our global teams for escalated inquiries related to Deceased/Inheritance and Divorce.
• Prepare professional, objective, and complete case files for resolution by management (Transfer, Deceased/Inheritance and Divorce).
• Process Transfer to Spouse for China Distributorships.
•  Conduct second level review of Sponsor Change/Correction for TAB team levels for GBS NAM.
• Provide support as needed with the Global Annual Requalification project, including testing, cutover validations, and Requalification review requests.Process Remove Spouse/Life Partner requests working closely with distributor and ex-spouse/life partner to ensure a full understating of the impact of this change. 
• Maintaining Policy and Procedure guides used by Worldwide Member Services teams for the Records processes. This includes updates to the global records change requests forms used by Distributors and Preferred Members.
• Supporting Company initiatives and projects with an impact to the Records area. Participating in Business Requirement gathering, User Acceptance Testing, and creation of Training Material to support Worldwide Member Services teams. 
• Perform global audits of complex cases related to Deceased/Inheritance and Divorce. Providing updates to Management identifying areas for coaching opportunities.
• Ensure handling of all daily tasks is completed within the guidelines outlined in the policy and procedure manuals; and that they meet the established quotas, service level, and accuracy standards.
• Interact and communicate professionally with various departments, Distributors, Preferred Members and Customers.
• Offer suggestions to improve processes.
• Provide support to the Records Representatives as needed.

Additional duties as assigned.

 

 

REQUIRED QUALIFICATIONS:

 

Skills:

 

•    Strong logical, analytical and problem-solving skills with the ability to accurately and precisely summarize and present key information.
•    Ability to function successfully under varied time-lines and often short deadlines
•    Ability to organize and handle high volume workload from start to finish
•    Exhibits positive and productive qualities when placed in a leadership role
•    Advance customer service, verbal and written skills
•    Team player and able to effectively communicate with all levels in the organization, up through executive management 
•    Computer proficient with Microsoft Office Applications such as Microsoft Word, Excel, and Outlook

 

Experience:

•    3 years prior experience in an office environment
•    3 years customer service experience

 

Education:

•    High School diploma

 

PREFERRED QUALIFICATIONS:

•    Some college experience 
•    Bilingual English/Spanish
•    Advance knowledge of the Herbalife Marketing Plan
•    Working knowledge of Herbalife Business Systems
 

#LI-NP1

Herbalife offers a variety of benefits to eligible employees in the U.S. (limited to the 50 States and the District of Columbia), which includes Group Health Programs, other Voluntary Benefit Programs, and Paid Time Off. Group Health Programs include Medical, Dental, Vision, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Basic Life/AD&D; Short-Term and Long-Term Disability, and an Employee Assistance Program (EAP). Other Voluntary Benefit Programs include a 401(k) plan, Wellness Incentive Program, Employee Stock Purchase Plan (ESPP), Supplemental Life/Critical Illness/Hospitalization/Accident Insurance, and Pet Insurance. Paid time off includes Company-observed U.S. Holidays, Floating Holidays, Vacation, Sick Time, a Volunteer Program, Paid Maternity and Paternity Leave, Bereavement Leave, Personal Leave and time off for voting.