POSITION SUMMARY

The Account Programmer translates client requirements into clear, accurate call-flow scripts and account configurations used by Customer Service Representatives (CSRs). The role focuses on organizing client information, building logical call-handling instructions, configuring approved systems, testing changes, and maintaining reliable documentation.

This is primarily a configuration and business-logic role, not a traditional software-development position. Training will be provided on AnswerPlus systems and internal standards.

CORE RESPONSIBILITIES

·   Build, configure, and maintain new client accounts in Intelligent Series (IS), Web Portal, MergeComm, and related systems using approved templates and checklists.

·   Gather and interpret account requirements from clients and internal implementation, operations, and account-management teams.

·   Create clear CSR instructions, call-flow steps, prompts, decision paths, escalation rules, and message-handling procedures.

·   Update existing account programming when client requirements, contacts, schedules, or operating procedures change.

·   Test all new programming and changes before release to confirm that the account works as intended and is easy for CSRs to follow.

·   Document account logic, configuration details, change history, and testing results in accordance with department standards.

·   Investigate account-programming issues, correct configuration errors, and escalate broader technical issues when required.

·   Create and maintain scheduled or ad-hoc client reports using existing reporting tools and approved templates.

·   Remove or deactivate cancelled accounts from applicable systems in a timely and controlled manner.

SUPPORTING RESPONSIBILITIES

·   Assist with basic data exports, report preparation, and account-related analysis when required.

·   Participate in account reviews, department meetings, testing sessions, and process-improvement discussions.

·   Maintain current knowledge of system updates, department standards, and account-programming best practices.

·   Provide guidance to CSRs or newer team members on account functionality after appropriate experience and training.

·   Support other programming-team priorities as assigned by the IT Director.

PERFORMANCE EXPECTATIONS

Accuracy: Account programming is complete, logical, and released with minimal errors or rework.

Turnaround: New account setups and change requests are completed within agreed timelines and priorities.

Testing: Changes are validated before release, with issues identified and corrected promptly.

Usability: CSR instructions are clear, consistent, and easy to follow during live calls.

Documentation: Account logic, changes, and configuration details remain current and traceable.

Responsiveness: Programming questions and reported issues are acknowledged and addressed in a timely manner.

QUALIFICATIONS AND SKILLS

·   Strong written and verbal English communication skills.

·   Excellent attention to detail and the ability to follow structured standards and checklists.

·   Strong logical thinking and the ability to translate requirements into clear, step-by-step instructions.

·   Comfort learning and working in multiple software systems, portals, and administrative tools.

·   Ability to organize information, manage competing priorities, and meet deadlines.

·   Sound judgment, problem-solving skills, and willingness to ask questions when requirements are unclear.

·   Ability to work independently while collaborating effectively with technical, operational, and client-facing teams.

Assets, but not required

·   Experience with call-centre operations, call-flow scripting, workflow configuration, CRM systems, or account setup.

·   Experience creating reports or working with spreadsheets and structured data.

·   Basic familiarity with SQL, databases, or system troubleshooting.

·   Previous experience with Intelligent Series, MergeComm, or client-service platforms.