Support Specialist

About The Role

We are seeking a detail-oriented, bilingual (English / Spanish), customer-focused professional to join our Asset Verification Services (AVS) Operations Team. This role is essential in supporting financial institutions and government field offices that rely on our asset verification systems. The ideal candidate will be a proactive communicator, highly organized, and committed to delivering exceptional service while driving operational excellence across AVS programs.

Responsibilities

The responsibilities include :

• 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 : 002 : 30, 8 : 305 : 00, 12 : 309 : 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

The requirements include :

U.S. National Base Pay Range : $39,600 - $66,100. Geographic differentials may apply in some locations to better reflect local market rates.

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer :

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