Accounts Receivable Customer Support Rep.

Job Description

Job Description

Essential Job Functions: (what will the candidate do on the job)

The Bureau of the Comptroller and Global Financial Services Charleston (CGFS), Department of State (DoS), requires contractor support services within the Accounts Receivable Branch (ARB). ARB manages and collects debts owed to the Department of State, including repatriation loans, evacuation loans, passport NSF debts, employee-related debts, and other receivables.

This position supports both ARB customer service operations and administrative/operational support functions. Duties are split between providing phone support to debtors and supporting internal ARB administrative and financial processing activities.

Interested in Applying? I have a few preliminary questions

• Do you enjoy working independently while contributing to a collaborative team environment?
• Do you enjoy problem-solving and helping customers navigate solutions?
• Are you organized and able to manage multiple responsibilities throughout the day?
• Do you have experience using Microsoft Office, including Excel and Outlook?
• Are you looking for a job in the Department of State, located in Charleston, SC?

If you answered yes to most of these, keep reading on.

Why is this Different from other Job Opportunities?

All personnel provided under this task order must be able to either possess or obtain a security clearance of Secret, to be issued by Department of State, Diplomatic Security. 
Important note to consider: A Secret clearance opens significant career opportunities within the Federal government, including potential direct-hire pathways.

You Must Meet These Minimum Requirements:

• High School Degree or Equivalent
• Requires basic knowledge and understanding of established and standardized bookkeeping and accounting procedures and techniques used in an accounting system, or a segment of an accounting system, where there are few variations in the types of transactions handled. 
• Requires experience working in the field. 
• Must qualify for Moderate Risk Public Trust (MRPT) or Secret security clearance. 

We are also looking for:

• 2-year degree from an accredited College/University is preferred
• 2 to 4 years of overall relevant accounts receivable professional experience in financial transactions, customer service, protecting personal identifiable information and drafting emails is preferred
• Experience supporting customer service operations, including answering phones and responding to inquiries professionally.
• Ability to communicate clearly and professionally with customers and team members.
• Strong organizational skills and attention to detail.
• Ability to multitask and adapt in a fast-paced environment.
• Experience using Microsoft Office products, including Outlook, Word, and Excel.
• Ability to learn automated financial and document imaging systems.
• Dependability, accountability, and willingness to support team operations.

Our most Successful Employees in this Position Demonstrate:

• Positive attitude and willingness to learn.
• Strong customer service and communication skills.
• Ability to remain professional during high call volumes and time-sensitive situations.
• Technical aptitude and ability to quickly learn new systems and processes.
• Ability to prioritize work and manage changing responsibilities throughout the day.
• Team-oriented mindset and willingness to provide backup support for critical functions.
• Adaptability, problem-solving skills, and reliability.
• Attention to detail and ability to follow established procedures and guidance.
• Ability to escalate issues appropriately when necessary.

On-the-job training will be provided for Department of State systems, ARB processes, and applicable financial procedures.

Day-to-day Job Responsibilities include:

The Bureau of the Comptroller and Global Financial Services Charleston (CGFS), Department of State (DoS), requires contractor support services within the Accounts Receivable Branch (ARB). ARB manages and collects debts owed to the Department of State, including repatriation loans, evacuation loans, passport NSF debts, employee-related debts, and other receivables.

This position supports both ARB customer service operations and administrative/operational support functions. Duties are split between providing phone support to debtors and supporting internal ARB administrative and financial processing activities.

Responsibilities include:

• Answer incoming calls to the ARB customer service line and respond to debtor inquiries professionally and courteously.
• Transfer callers to appropriate portfolio managers or ARB personnel as needed.
• Support daily customer service coverage during core business hours.
• Process payments for repatriation loans and passport NSF debts in accordance with established procedures.
• Research customer accounts across financial and imaging systems to assist with inquiries, payment issues, and account updates.
• Review and prepare refund requests and track refund activity through completion.
• Support administrative processing related to debtor correspondence, returned mail, and account updates.
• Assist with preparation and routing of decision memorandums and administrative correspondence.
• Manage and route emails received through the ARB administrative inbox.
• Print and distribute bills and notices in accordance with ARB schedules and procedures.
• Scan and upload documents into the AR document imaging system for processing and records retention.
• Provide backup support for Passport NSF processing and other ARB operational functions as trained.
• Provide backup support for lockbox processing activities as needed.
• Support maintenance and review of Quality Work Instructions (QWIs), reference documents, and forms.
• Perform miscellaneous administrative and operational duties as required to support ARB mission needs.

Work Schedule

• Standard 8-hour shift scheduled between 7:30 AM and 6:00 PM.
• Work schedules include a non-compensated 30, 45, or 60 minute meal period, based on operational needs and supervisory approval.
• Employees are expected to adhere to their approved schedule to support office coverage and accurate timekeeping.
• Additional hours may be required with Assistant Program Manager and DoS approval.
• 100% on-site position.

Software Systems Utilized 

Accounting Systems: GFMS and RFMS

Reporting Database: Global Business Intelligence

Document Storage: Document Imaging system 

Office: Microsoft Office

Collection Research: LexisNexis