Client Support Specialist

DESCRIPTION:

The Client Support Specialist has a solid understanding of the company and day-to-day operations. In this role, you’ll follow established procedures and guidelines to make sure work is completed accurately and efficiently. Team members are organized into teams that focus on supporting specific groups, and there may be opportunities to move between teams based on business needs.

This position requires strong problem-solving skills and the ability to support key areas of a Financial Management Services organization, including processing, payroll, billing, and customer service.

RESPONSIBILITIES:

Billing (B), Payroll (PY), Processing (PR), and Customer Service (CS) primary duties:

• Creates, completes, updates, and reviews employee and client records (PR, CS)
• Enters information into computer databases for effective record keeping (All)
• Administers new and existing DocuSign accounts (PR, CS)
• Prepares and sends documents via mail using approved communications (PR, CS)
• Ensures the proper naming and saving of documents in the document management system (PR, CS)
• Assists stakeholders in returning documents (PR, CS)
• Serves as an escalation point for DocuSign support issues from the Operations staff and customers (PR, CS)
• Ensures all compliance standards are met for audit purposes (All)
• Performs timesheet reviewing (PY)
• Performs time-tracking (PY)
• Performs proofing & posting (PY)
• Reviews overlap and overtime reports (PY, CS)
• Makes and receives phone calls to support external and internal stakeholders (All)
• Accurately and efficiently completes payroll checklists for assigned agencies. Resolves any discrepancies that may exist in the document. (PY)
• Works with supervisor to identify strategies for reducing errors (All)
• Collaborates with the staff to resolve rejected timesheet issues and reduce out-of-cycle payroll disbursements (RFP’s) (CS, PY)
• Completes administrative tasks such as filing, copying, data entry, etc... (All)
• Prepares and submits invoices to agencies (B)
• Applies payments (B)
• Collects on unpaid claims (B)
• Maintains confidentiality of records relating to clients (All)
• Collaborates with other staff members to optimize delivery of services (All)
• Identifies opportunities to improve GT processes (All)
• Upholds company values and mission (All)

REQUIREMENTS:

Education:

• High School Diploma or GED required
• Associate degree preferred

Experience and Qualifications:

• At least 1 year of related work experience
• Excellent written and oral communication skills
• Extensive experience in working on complex projects with critical thinking and problem-solving
• Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines by planning and organizing
• Demonstrate the ability to balance work pressure with time management skills
• Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and abilities
• Experience in working, initiating, and maintaining a highly effective team
• Competent in the use of Microsoft programs and the Internet
• Competent use of Excel