PKI Analyst

The Customer Support & Billing Operations Specialist plays a key role in supporting daily operational workflows by managing billing related email requests, performing database research, assisting with environment testing, and providing customer support. This position goes beyond traditional call center responsibilities, requiring strong analytical skills, attention to detail, and the ability to work across multiple systems and processes.

• Maintains end-to-end responsibility for customer's support needs providing timely, reliable, and courteous service.

• Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested.

• Researches and analyzes customer service issues to provide information and solutions in a timely manner.

• Works with a moderate degree of supervision to deliver consistent results and effective resolutions to customers.

• Provides support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc.

• Performs analysis of COD borrower data integrity situations identified by Customer.

• Demonstrates enhanced service skills in identifying core customer issues and providing long-term solutions.

• Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures.

• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.

• Support Services shall be executed in compliance with processing and program guidelines published by Customer.

• Review, process, and respond to billing related emails and service requests with accuracy and timely follow through.

• Conduct research within internal databases and systems to resolve inquiries, validate data, and provide detailed information to customers or internal teams.

• Collaborate with technical teams to support testing activities in non-production environments, including validating functionality, documenting findings, and reporting defects.

• Handle inbound customer contacts through phone, chat, and ticketing systems, ensuring high quality service and issue resolution.

• Maintain accurate records of customer interactions, case notes, and research findings.

• Identify process issues or recurring customer problems and escalate appropriately for resolution or improvement.

• Assist with special projects, operational tasks, and cross team initiatives as assigned.

• Follow documented processes and contribute to updating knowledge articles or workflow documentation.

• Experience in customer service, billing operations, or technical support preferred.

• Strong written communication skills for email handling and documentation.

• Ability to research and interpret data across multiple systems.

• Familiarity with testing environments or quality assurance tasks is a plus.

• Strong attention to detail and multitasking ability.

• Proficiency with common office software and ticketing or CRM systems.

• Ability to work independently while contributing to a collaborative team culture.

Minimum Qualifications

• High School Diploma or GED.

• 2-5 years or related experience in Customer Service or public relations.

Other Job Specific Skills

• Excellent customer service skills.

• Ability to provide effective customer service and deal tactfully and courteously with the public.

• Strong commitment to providing quality service.

• Strong attention to detail and accuracy.

• Ability to convey enthusiasm, energy and sincerity over the phone.

• Exceptional problem solving and organizational skills.

• Ability to foster a good working relationship and rapport with customers.

• Ability to adapt to new processes or procedures.

• Ability to interact effectively with others

• Excellent written and verbal communication skills.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$54,400 - $57,994.63

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.