Correspondence Clerks

Description

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.

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.
Review correspondence for format and typographical accuracy, assemble the information into a prescribed form with the correct number of copies, and submit it to an authorized official for signature.
Maintain files and control records to show correspondence activities.
Gather records pertinent to specific problems, review them for completeness and accuracy, and attach records to correspondence as necessary.
Complete form letters in response to requests or problems identified by correspondence.
Route correspondence to other departments for reply.
Compose letters in reply to correspondence concerning such items as requests for merchandise, damage claims, credit information requests, delinquent accounts, incorrect billing, or unsatisfactory service.
Ensure that money collected is properly recorded and secured.
Respond to internal and external requests for the release of information contained in medical records, copying medical records, and selective extracts in accordance with laws and regulations.
Compute costs of records furnished to requesters, and write letters to obtain payment.
Compose correspondence requesting medical information and records.
Prepare records for shipment by certified mail.
Obtain written authorization to access required medical information.
Confer with company personnel regarding feasibility of complying with writers' requests.
Submit completed documents to typists for typing in final form, and instruct typists in matters such as format, addresses, addressees, and the necessary number of copies.
Process orders for goods requested in correspondence.
Compile data pertinent to manufacture of special products for customers.

Knowledge

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.
English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Economics and Accounting: Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
Mathematics: Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Computers and Electronics: Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Personnel and Human Resources: Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

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.
Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
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.
Speaking: Talking to others to convey information effectively.

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.
Near Vision: The ability to see details at close range (within a few feet of the observer).
Speech Recognition: The ability to identify and understand the speech of another person.
Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Work Activities

Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time.
Communicating with Supervisors, Peers, or Subordinates: Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Interacting With Computers: Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Organizing, Planning, and Prioritizing Work: Developing specific goals and plans to prioritize, organize, and accomplish your work.
Getting Information: Observing, receiving, and otherwise obtaining information from all relevant sources.
Evaluating Information to Determine Compliance with Standards: Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Processing Information: Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

Work Context

Electronic Mail: How often do you use electronic mail in this job?
Frequency of Decision Making: How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?
Indoors, Environmentally Controlled: How often does this job require working indoors in environmentally controlled conditions?
Telephone: How often do you have telephone conversations in this job?
Time Pressure: How often does this job require the worker to meet strict deadlines?
Impact of Decisions on Co-workers or Company Results: How do the decisions an employee makes impact the results of co-workers, clients or the company?
Contact With Others: How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
Face-to-Face Discussions: How often do you have to have face-to-face discussions with individuals or teams in this job?
Deal With External Customers: How important is it to work with external customers or the public in this job?
Spend Time Making Repetitive Motions: How much does this job require making repetitive motions?

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.
Realistic: Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
Social: Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Investigative: Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.
Artistic: Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.

Work Style

Stress Tolerance: Job requires accepting criticism and dealing calmly and effectively with high stress situations.
Attention to Detail: Job requires being careful about detail and thorough in completing work tasks.
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.
Dependability: Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Independence: Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
Adaptability/Flexibility: Job requires being open to change (positive or negative) and to considerable variety in the workplace.
Concern for Others: Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Social Orientation: Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
Cooperation: Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

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.
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.
Independence: Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Working Conditions: Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
Recognition: Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.
Achievement: Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.

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Lay Titles

Administrative Assistant

Beneficiary Correspondent

Chargeback Specialist

Claims Correspondence Clerk

Collection Correspondent

Commercial Correspondent

Correspondence Analyst

Correspondence Clerk

Correspondence Coordinator

Correspondence Dictator

Correspondence Renew Clerk

Correspondence Representative

Correspondence Review Clerk

Correspondence Transcriber

Correspondent

Customer Service Representative

Dispute Resolution Analyst

Dispute Specialist

Fan Mail Editor

Medicare Correspondence Representative

Office Correspondent

Sales Correspondent

Student Loan Correspondent

Suggestion Clerk

National Wages and Employment Info

Median Wages (2008):: $17.38 hourly, $36,140 annual.

Employment (2008):: 10,150 employees