Account Specialist

The Account Specialist is responsible for providing outstanding customer service to clients by assisting the Supervisor and/or Key Personnel in executing, delegating and following up on work assignments. The Account Specialist may be required to assist with and/or perform all work assignments delegated to other hourly employees (Customer Service Representatives, Shippers, Data Entry Clerks, and Claims Processors). Account Specialists facilitate daily communications with team members, clients, customers/retailers and/or media contacts. The Account Specialist monitors work assignments delegated to (Customer Service Representatives, Shippers, Data Entry Clerks, and Claims Processors and assists with special projects and the preparation of reports (routine and/or ad hoc). The Account Specialist ensures compliance with client's program specifications and ACB policies and procedures.

DUTIES

Serve as a client contact for assigned PSG accounts. Assist the Supervisor in ensuring that client and ACB goals are being met with regard to production and customer service commitments.

Assist the Supervisor in ensuring that claim processing complies with ACB and client policies, program guidelines, and turnaround commitments. Provide daily claim status reports. Review claims as necessary to ensure quality and accuracy of processing (check claims processed by other team members and provide feedback to team members regarding quality of work as appropriate). Proof claim documents and batches prior to release. Ensure that pended claim process follows established procedures. Provide continual feedback of the effectiveness of processes and procedures to the Supervisor. Provide suggestions to improve area operations, efficiency, and service.

Assist Supervisor in ensuring that employees have appropriate training and other resources to perform their jobs. Assist in the coordination of on-going staff training and development to increase performance levels and improve customer service.

Receive, research, and resolve client questions and complaints when appropriate. Facilitate oral and/or written communications to ensure clients receive timely and efficient service. Maintain necessary documentation related to communications. Review and identify potential client-related issues with the Supervisor and proactively seek potential solutions.

Review fund transactions and new dealer installations; Ensure that client database is maintained and updated as necessary.

Maintain client program information, specification sheets, and account binders and ensure that current information is accessible to all team members. Assist the Supervisor in writing and evaluating client service order revisions and updates.

Communicate information regarding claim status, turnaround time, client status, and/or issues to Supervisor.

QUALIFICATIONS

Education:

• High School Diploma or equivalent certificate.

Technical Knowledge:

• Intermediate PC knowledge, including Microsoft Office products; Outlook, Word, Excel. Basic knowledge of Access.
• Strong mathematical, spelling and grammar skills as demonstrated by successful completion of pre-employment tests.
• Intermediate understanding of accounting principles.

Work Experience:

• Minimum of one year work experience in customer service or related field required.
• Demonstrated experience as a lead or mentor in a customer service or production environment. Prior experience with ACB preferred.
• Strong organizational skills are needed to manage multiple tasks/priorities.

Human Relations Skills:

• Ability to communicate effectively with a variety of audiences verbally and in writing.