Senior Stakeholder Relations Specialist

Essential Functions

• Provide first-class customer service to our internal and external customers and stakeholders.
• Communicate with participant employers, employees, and their support teams to facilitate prompt and courteous resolution of complex inquiries focused on accounts payable, payroll, and financial reporting.
• As assigned, process Account Payable, Payroll and Financial Reporting in complex, escalated tickets, or critical inquiries in a timely manner.
• Respond to escalated calls, emails, or customer service tickets from Stakeholder Relations Specialists within required FMCS contract parameters.
• Escalate matters to the Stakeholder Relations Manager or Director of Stakeholder Relations when appropriate.
• Collaborate with managers across Self-Directed Services teams to find the most efficient process to resolve complex inquiries.

Other Functions

• Perform the duties of a Stakeholder Relations Specialist as needed.
• When assigned, support Accounts Payable, Payroll, and Financial Reporting teams with processing.
• Other duties as assigned.
• High School Diploma or GED required, BS in a related field preferred.
• Minimum of 3 years of experience providing customer service for finance-related topics such as payroll, financial reporting, or accounts payable. Must have accounting experience in payroll, financial reporting, accounts payable.
• Strong attention to detail required for successful job placement.
• Ability to acquire new technology related skills quickly.
• Strong oral and written communications; strong interpersonal skills with the ability to manage positive communication in difficult situations.
• Able to work independently, determine priorities and implement necessary actions to respond to stakeholders promptly and meet contract, reporting, and processing deadlines.
• Possess integrity, accuracy, technical excellence, and ability to get things done in an efficient, respectful, and competent manner.
• Ability to adapt under pressure in an ever-changing environment; adhere to deadlines; foster a sense of urgency to do what it takes to get the job done.
• Proficiency in MS Word, Excel, Outlook, and other related software; Skilled in Paycom and bill.com is a plus.

Physical & Mental Requirements

The physical and mental demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this job, employees are regularly required to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus. The ability to get to community locations for occasional meetings and events is a requirement of the position.

Mental Demands

While performing the duties of this job, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve non-routine and complex problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with the a variety of stakeholders including participant employers, their employees and support teams, other employees, the public and others encountered in the course of work.

Work Environment

This position operates in a professional office environment. Regular use of office equipment such as but not limited to, VoIP, printer, scanner, and computer.

• Work Schedule

This position is full-time. The work schedule is Monday – Friday 8AM-4:30PM, with a 30-minute paid lunch break. This position is not eligible for telework.