Senior Representative
ASCAP
New York, NYThis was removed by the employer on 3/30/2019 2:13:00 PM PST
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Full Time Job
Job Description:
Work with team members and Coordinator to resolve complicated membership issues in PREP. Liaise with BALA on deceased matters and settlement research and with Distribution and Repertory and address member concerns in various ASCAP operational areas (e.g., Repertory, Royalty, Distribution, Quality Assurance and Membership), as well as an independent contributor to address member concerns and claims directly.
Areas of responsibility/accountability:
Member Service Resolution:
• Provide customer service to ASCAP's members via email and ASCAP's proprietary online account management system.
• Effectively communicate within and outside of the organization to resolve member issues and answer complex and research related questions.
• Handle internal communication to resolve issues to completion seamlessly without handoffs known to member.
• Resolve and track inquiries and other types of incoming requests that need in-depth research or response arising from members and/or their representatives regarding: (1) performance crediting; (2) repertory; (3) royalty distribution, overpayment recoupments; (4) international collection and distribution; and (5) general membership concerns.
• Process publisher acquisitions, assignments to corporations, publisher name changes, irrevocable and revocable royalty assignments.
• Escalate and resolve high priority member issues effectively utilizing expert knowledge of ASCAP's business along with strong communication with other departments within ASCAP.
• Use sound judgment to determine if high profile claims need to be escalated.
Expert Member Service Projects:
• Research and implement deceased matters, resigned member payments and resignations.
• Utilize Salesforce to manage and document all transactions.
• Special projects and tasks as assigned by head of the Department and other senior staff members to resolve high value/impact issues.
Distribution Support:
• Participate in regular review activities at critical checkpoints in the distribution processes, such as International Statement Review, 3Qtr Comparisons.
Qualifications and Requirements:
• Bachelor's degree in Music Industry Studies, Business or work experience equivalent.
• Excellent administrative and written and verbal communication skills.
• The ability to clearly and simply communicate complex issues.
• Skilled at handling multiple tasks or projects simultaneously.
• Self-motivated and organized to ensure internal and external responsiveness.
• Effective and creative problem solver.
• Advanced knowledge ASCAP's processes and procedures
• Must be able to work independently and with a team to meet position, department and company goals
Besides providing a unique and dynamic work environment, there are a few other reasons you should consider ASCAP in your career planning. We also offer generous benefit options that are comprehensive and provide the flexibility that most employees want and need. These health care and financial plan options include the following:
• A choice of either network only provider medical and dental plans or more flexible medical and dental plans where you can see providers in or out-of-network
• Vision plan that offers both in and out- of network provider options
• Immediate eligibility for 401(k) participation with an employer provided match
• An additional Employer paid retirement savings program regardless of your participation in the 401(k) Plan
• Generous time-off policy
• Health care and dependent care flexible spending accounts
• Short term disability Insurance / salary continuation and Long term disability insurance
• Company provided basic life and accidental death and dismemberment insurance
• Supplemental and dependent life insurance options