DNA Case Correspond.

Position Description

Communicates through letters e-mails and phone calls to customers inquiries dealing with DNA cases. DNA cases range from routine to quite involved. All responses require a clear and concise explanation of AKC rules regulations policies and procedures and appropriate application of same in resolving customers specific problems. Agent is responsible for the set up of case files for DNA Operations as well as composing the appropriate letters. The correspondent is responsible for researching cases involving complex DNA and registration issues and customer numbers. Correspondent can work DNA cases from beginning to end.

Essential duties and specific RESPONSIBILITIES include the following. Other duties may be assigned.

• using problem-solving skills query and analyze DNA reports for parentage verification. Report findings to DNA Analyst on litter exclusion notice form for authorization. (Often requires researching registration and DNA records using computer terminal or other sources of information before form can be properly composed.)

• Review DNA reports once approved by analyst set up case file and send appropriate letters and set necessary referrals on console. (Compose edit and generate the appropriate letters mostly using templates in the Letter Generating System (LGS).)

• Respond to incoming correspondence relating to existing files and cases after reading and evaluating the complete file determining the best way to resolve the problem as expeditiously as possible in light of the new incoming. Reply/correspond to customers either by telephone e-mail or letter.

• Update the Case system in all instances of working cases to apply case activity communications and customer file for stop and referral list. Perform related research tasks for updating customer numbers.

• Speak with customers when it would facilitate resolving any DNA issue as well as when the customer calls our office requesting a call back.

• Provide data entry and verification services when demanded by DNA Operations workload.

• Assist with printing and mailing DNA Certificates when demanded by DNA Operations workload.

• Perform all other duties/projects assigned.

Autonomy

Performs assignments guided by established policies and procedures which may be adapted as needed. Employee prioritizes the work and supervision is indirect. Work is typically checked on a sample or random basis.

Responsibility for communication

Contact is primarily with external customers. The correspondent must act in a professional manner when dealing with the customer either by telephone e-mail or letter. The same professionalism would be expected with any internal customers.

responsibility for Resources

Responsible for equipment and resources used in course of own work.