Correspondence Clerks
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.
Sample of reported job titles:
Chargeback Specialist, Claims Correspondence Clerk, Correspondence Clerk, Correspondence Coordinator, Correspondence Representative, Correspondent, Dispute Specialist, Office Technician, Technical Clerk
Occupation-Specific Information
Tasks
- Prepare documents and correspondence, such as damage claims, credit and billing inquiries, invoices, and service complaints.
- Compile data from records to prepare periodic reports.
- Present clear and concise explanations of governing rules and regulations.
- Read incoming correspondence to ascertain nature of writers' concerns and to determine disposition of correspondence.
- Type acknowledgment letters to persons sending correspondence.
Technology Skills
- Cloud-based data access and sharing software:Microsoft SharePoint
- Data base user interface and query software:Microsoft Access
- Electronic mail software:Microsoft Outlook
- Enterprise application integration software:Electronic data interchange EDI software
- Enterprise resource planning ERP software:Enterprise resource planning ERP software,SAP business and customer relations management software
Occupational Requirements
Work Activities
- Working 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 People Outside the 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.
Detailed Work Activities
- Calculate costs of goods or services.
- Check data for recording errors.
- Compile data or documentation.
- Confer with coworkers to coordinate work activities.
- Explain regulations, policies, or procedures.
Work Context
- Electronic Mail:88% responded"Every day"
- Telephone:87% responded"Every day"
- Face-to-Face Discussions:80% responded"Every day"
- Contact With Others:77% responded"Constant contact with others"
- Indoors, Environmentally Controlled:76% responded"Every day"
Worker Requirements
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.
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.
- Administrative:Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace 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.
Education
How much education does a new hire need to perform a job in this occupation? Respondents said:
- 50%High School Diploma - or the equivalent (for example, GED)
- 29%Some College Courses
- 18%Associate's Degree (or other 2-year degree)
Worker Characteristics
Abilities
- Written Comprehension:The ability to read and understand information and ideas presented in writing.
- Written Expression:The ability to communicate information and ideas in writing so others will understand.
- Oral Comprehension:The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Near Vision:The ability to see details at close range (within a few feet of the observer).
- Oral Expression:The ability to communicate information and ideas in speaking so others will understand.
Interests
- Conventional:Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
- Enterprising:Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Work Values
- Relationships:Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
- Independence:Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
- Support:Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
Work Styles
- Attention to Detail:Job requires being careful about detail and thorough in completing work tasks.
- Cooperation:Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
- Dependability:Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Integrity:Job requires being honest and ethical.
- Self-Control:Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
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