Client Services Agent

Client Services Agent | Acumen Fiscal Agent Acumen Fiscal Agent LLC is a national provider of household employment and home care solutions supporting the self-directed care model, which allows individuals with disabilities the freedom to choose the caregivers and service providers working with them in their homes. Acumen Fiscal Agent LLC is supported by TEAM Services Group, Acumen’s private equity parent organization. Job type: Customer Service Role Summary The company is looking for a high performing Client Services Agent. Agents at Acumen must exhibit a service-forward mindset as they embody the organization's mission of facilitating freedom, choice and opportunity for individuals with disabilities and their families. The Agent is responsible for enrolling, educating and supporting Acumen clients throughout their lifecycle with the organization, which involves inbound and outbound phone calls and emails, processing paperwork and manual data entry into multiple databases with a high degree of accuracy. This role is critical to ensuring the company as a whole has a positive and healthy working relationship with new and existing clients, their families and support coordinators. What You Will Do Support clients (employers and employees) during their enrollment process Process related paperwork and manage electronic communication Accurate data entry using several databases simultaneously while meeting deadlines Establish, foster and grow relationships with clients and program contacts including third party organizations Understand and stay up to date on program rules, regulations and implementation needs while being able to effectively communicate and explain said rules to external and internal stakeholders Act as a communication liaison between the clients and across all Acumen’s departments, which includes communicating any opportunities and/or issues that may directly impact the client or Acumen Accurate day-to-day support to clients which includes receiving, researching and resolving all client inquiries within contractual specific timeframes Ensure compliance with all state and federal guidelines including the management of all escalated issues with client families and states within contractual specific timeframes Develop strategies to support the growth of existing programs through marketing, education and community outreach to potential recipients and social services organizations Work collaboratively with other internal departments in order to ensure all issues are addressed effectively in a verbal and written fashion Manage a fluctuating volume of calls and emails Provide effective and efficient customer service via calls and/or electronic communication to clients and internal departments Working hours as established by the hiring manager, while remaining flexible to work occasional weekends, weeknights and/or holidays to meet the needs of the clients we serve Perform other work related duties as assigned ALL Acumen employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act What We Are Looking For At least one year of experience with data entry (manual keying in of information into databases) Works well independently with limited supervision Works as a self-starter with effective communication skills Ability to work in a fast paced environment Prior experience in customer service and/or client relations Ability to handle fluctuating inbound and outbound call volume Must be able to work a flexible schedule, including but not limited to weekends, week nights and holidays Experience working with multiple applications simultaneously Ability to prioritize and handle competing requests successfully Knowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email and use of PDFs Patience, perseverance, and follow through mentality Ability to communicate both orally and in writing in a professional manner Attention to detail and critical thinking skills The ability to handle responsibility with limited supervision High standard of integrity Ability to use basic math skills Demonstres excellent organizational skills, time management, and task orientation Good interpersonal communication skills Ability to handle and accommodate complex clients Must be able to plan for and meet multiple deadlines High school diploma or equivalent with some college preferred (or equivalent work experience) Preferred Qualifications Willingness to obtain certain state required certifications Ability (if required by program) to travel, including overnight(s), via ground transportation and/or via flight Maintain a valid driver's license within the state of residence and valid automobile insurance (if required by program) Able to provide a secure remote workspace with high speed internet when applicable Additional Requirements Or Demands Responsibilities of a Team Member: Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted. Demonstrates excellence in work standards, is tenacious in completing tasks. Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties. Works well with other team members and departments. Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments. Requests support from team with ample time to accommodate the support request in order to meet deadlines Ensures effectiveness in processes to achieve/seek best practice. Equipment Normally Used Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines May use other office equipment as needed Physical and Mental Demands The employee must be able to sit for extended periods of time entering data into multiple systems The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper The employee may be required to answer the phone as well as respond to team members and internal customers The employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers, hands, arms, and eyes The employee is frequently required to stand, walk, and talk for an hour or more Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines Ground and or Air travel upon demand Benefits Acumen Fiscal Agent LLC offers a comprehensive benefits package that includes company-sponsored medical, dental, and vision insurance for eligible employees and their dependents, as well as access to additional voluntary benefits. Employees are eligible to participate in the company’s 401(k) plan after 90 days of continuous employment. Acumen also provides wellness initiatives and an Employee Assistance Program (EAP) to support employee well-being. In addition to accrued Paid Time Off (PTO) and Paid Sick Time (PST), Acumen observes 14 paid federal holidays each year, plus an employee’s birthday, for a total of 15 paid holidays annually. Compensation Clause Compensation for this position is determined based on several factors, including but not limited to job-related knowledge, skills, experience, education, certifications, internal equity, geographic location, and business needs. Where required by applicable law, Acumen will provide the salary or hourly pay range for this position and applicable benefits information during the hiring process or in job postings. Acumen Fiscal Agent, LLC is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation, or any other protected characteristic under local, state, or federal law. #J-18808-Ljbffr