Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as an entry-level member of the support team.

• Foster relationships and deliver support to field offices, agencies, and financial institutions involved in asset verification programs.

• Educate financial institution staff on the solution, web-based applications, and related procedures.

• Assess existing procedures and pinpoint areas for operational improvements.

• Address phone and email inquiries concerning asset verification programs.

• Record inquiries and solutions in the appropriate systems and databases.

• Keep procedural documentation and reports current and accurate.

• Uphold contracted service level agreements, which include financial institution network coverage and response-time objectives.

• Manage registrations for financial institutions and updates to user accounts.

• Reach out to financial institutions regarding pending and overdue requests.

• Support financial institutions in transitioning to automated processing methods.

• Recognize, resolve, and report operational discrepancies.

• Occasionally work on company-observed holidays.

• Carry out additional duties as assigned.

⛳️ Requirements

• High school diploma is required; a college degree is preferred.

• Proficient in Microsoft Excel, Word, and Outlook.

• Capability to obtain SSA Security Clearance as a condition for employment and ongoing employment.

• Ability to juggle multiple priorities at once, including customer support, issue resolution, participant outreach, and training tasks.

• Strong attention to detail and dedication to producing high-quality work.

• Exceptional verbal and written communication skills.

• Ability to perform effectively under pressure and meet set deadlines.

• Availability to work from 12:30 PM to 9:00 PM Central Time.

🏝️ Benefits

• Comprehensive medical, dental, and vision benefits.

• 401(k) plan with matching contributions.

• Employee Share Purchase Plan.

• Wellness platform with incentives.

• Subscription to the Headspace app.

• Employee Assistance and Time-off Programs.

• Short- and Long-Term Disability insurance.

• Life and Accidental Death Insurance.

• Critical Illness insurance.

• Hospital Indemnity coverage.

• Family bonding and care leaves.

• Benefits for adoption and surrogacy.

• Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts.

• Annual Paid Time Off.

• Up to two days of paid leave each to engage in Employee Resource Groups and volunteer for a charity of your choice.

• Country-specific benefits.