About the role

Support Specialist providing bilingual (English/Spanish) customer service in AVS Operations Team. Focused on compliance and operational excellence for financial institutions and government agencies.

Responsibilities

Serve as the primary liaison for financial institutions and government agencies participating in AVS programs.
Conduct training sessions for financial institution personnel on system functionality and procedural guidelines.
Manage inbound inquiries via phone and email, ensuring accurate documentation and timely resolution.
Proactively follow up with financial institutions to resolve outstanding or overdue requests.
Support the transition to automated processing methods, promoting modernization and efficiency.
Assist in recruiting new financial institutions to participate in AVS programs.
Manage registration processes and maintain accurate records of institutions and user accounts.
Identify, troubleshoot, and escalate operational errors to ensure timely resolution.
Maintain and update procedural documentation and operational reports.
Continuously seek opportunities to improve processes and enhance operational efficiency.
Participate in team meetings and contribute to departmental success.
Ensure compliance with service level agreements, including network coverage and response time metrics.
Provide shift coverage for team members on PTO, including alternate shifts (e.g., 6:00–2:30, 8:30–5:00, 12:30–9:00).
Be available to work on select company holidays with pay (e.g., Day after Thanksgiving, Christmas Eve, Day after Christmas, New Year’s Eve).
Support additional departmental initiatives and special projects as assigned.

Language Proficiency: Fluent in both English and Spanish (written and verbal). A Spanish language assessment will be administered.
Education: High school diploma required; college degree preferred.
Typing Speed: Minimum of 50 words per minute.
Technical Skills: Proficient in Microsoft Excel, Word, and Outlook; comfortable navigating PC environments and web-based applications.
Communication: Exceptional verbal and written communication skills; ability to manage competing priorities in a fast-paced setting.
Organization: Strong organizational skills with keen attention to detail.
Work Ethic: Dependable, self-driven, and capable of working independently and collaboratively.
Adaptability: Demonstrated ability to perform under pressure and meet deadlines.
Security Clearance: Must be eligible to obtain and maintain Social Security Administration Security Clearance as a condition of employment.

Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice