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Correspondence Clerks
SOC Code: 43-4021.00

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 Resolution Analyst, Dispute Specialist, Office Technician, Technical Clerk

Tasks

  • Maintain files and control records to show correspondence activities.
  • 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.
  • Read incoming correspondence to ascertain nature of writers' concerns and to determine disposition of correspondence.
  • Prepare documents and correspondence, such as damage claims, credit and billing inquiries, invoices, and service complaints.
  • Gather records pertinent to specific problems, review them for completeness and accuracy, and attach records to correspondence as necessary.
  • Compile data from records to prepare periodic reports.
  • Route correspondence to other departments for reply.
  • Present clear and concise explanations of governing rules and regulations.
  • Process orders for goods requested in correspondence.
  • Compose correspondence requesting medical information and records.
  • Ensure that money collected is properly recorded and secured.
  • Compile data pertinent to manufacture of special products for customers.
  • Compute costs of records furnished to requesters, and write letters to obtain payment.
  • 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.
  • Complete form letters in response to requests or problems identified by correspondence.
  • 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.
  • Confer with company personnel regarding feasibility of complying with writers' requests.
  • Type acknowledgment letters to persons sending correspondence.
  • Prepare records for shipment by certified mail.
  • 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.

Technology Skills

  • Data base user interface and query software - Data entry software
  • Electronic mail software - Microsoft Outlook
  • Enterprise resource planning ERP software - SAP
  • Graphics or photo imaging software - Imaging software
  • Medical software - Electronic health record EHR software
  • Office suite software - Microsoft Office
  • Project management software - Microsoft SharePoint
  • Spreadsheet software - Microsoft Excel
  • Word processing software - Microsoft Word

Tools Used

  • Book folding machines - Paper folding machines
  • Inkjet printers - Computer inkjet printers
  • Laser fax machine - Laser facsimile machines
  • Laser printers - Computer laser printers
  • Microfiche or microfilm viewers - Microfiche viewing equipment
  • Personal computers
  • Photocopiers - Copy machines
  • Scanners - Document scanners
  • Special purpose telephones - Multiline telephone systems

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.
  • 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.
  • Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

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.
  • Speaking - Talking to others to convey information effectively.
  • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
  • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Coordination - Adjusting actions in relation to others' actions.
  • Service Orientation - Actively looking for ways to help people.
  • Time Management - Managing one's own time and the time of others.

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.
  • 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.
  • Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
  • Speech Clarity - The ability to speak clearly so others can understand you.
  • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
  • Speech Recognition - The ability to identify and understand the speech of another person.
  • Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
  • Fluency of Ideas - The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
  • Originality - The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
  • Selective Attention - The ability to concentrate on a task over a period of time without being distracted.

Interests

  • Interest code: CE
    • 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 Context

  • Face-to-Face Discussions - 80% responded “Every day.”
  • Telephone - 87% responded “Every day.”
  • Electronic Mail - 88% responded “Every day.”
  • Contact With Others - 77% responded “Constant contact with others.”
  • Deal With External Customers - 69% responded “Extremely important.”
  • Importance of Being Exact or Accurate - 57% responded “Extremely important.”
  • Work With Work Group or Team - 60% responded “Extremely important.”
  • Importance of Repeating Same Tasks - 46% responded “Extremely important.”
  • Structured versus Unstructured Work - 56% responded “Some freedom.”
  • Time Pressure - 50% responded “Every day.”
  • Indoors, Environmentally Controlled - 76% responded “Every day.”
  • Coordinate or Lead Others - 39% responded “Very important.”
  • Frequency of Decision Making - 55% responded “Every day.”
  • Letters and Memos - 52% responded “Every day.”
  • Spend Time Sitting - 38% responded “More than half the time.”
  • Freedom to Make Decisions - 42% responded “A lot of freedom.”
  • Duration of Typical Work Week - 66% responded “40 hours.”
  • Impact of Decisions on Co-workers or Company Results - 39% responded “Important results.”
  • Responsibility for Outcomes and Results - 31% responded “Moderate responsibility.”
  • Frequency of Conflict Situations - 39% responded “Once a year or more but not every month.”

Education

Percentage of RespondentsEducation Level Required
50%High school diploma or equivalent
29%Some college, no degree
18%Associate's degree

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.
  • 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.
  • Initiative - Job requires a willingness to take on responsibilities and challenges.
  • 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.
  • Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
  • Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
  • Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
  • Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.
  • Persistence - Job requires persistence in the face of obstacles.
  • Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
  • Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.

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.

Wages & Trends

  • Median wages (2017)
    • $17.61 hourly, $36,620 annual
  • Employment (2016)
    • 7,000 employees
  • Projected growth (2016-2026)
    • Slower than average (2% to 4%)
  • Projected job openings (2016-2026)
    • 800

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