Customer Service Representative II liaising with customers and providing product support in a fast - paced environment. Handling requests timely while managing multiple tasks and priorities.
About the role
- Support Specialist assisting financial institutions and government agencies utilizing asset verification systems. Managing inquiries, conducting trainings, and enhancing operational efficiency with a focus on customer service.
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
Requirements
- Language Proficiency: Fluent in both English and Spanish (written and verbal)
- 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
- Must be able to commute on-site to the Oklahoma City Office
Benefits
- 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
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