Acumen Client Services Agent - MA

ABOUT THE COMPANYAcumen, LLC. is one of the nation's leading fiscal agents offering a portfolio of innovative financial management services backed by superior customer service. Our passion is to help people lead independent lives through exceptional participant-directed programs. Acumen is a great place to work. Our employees make a positive difference in our clients lives by what they do. Among many benefits to working here, we offer medical, dental and vision coverage, generous paid time off, and incentive bonuses to those who qualify.OVERVIEW AND ESSENTIAL JOB FUNCTIONSAgents 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.Support clients (employers and employees) during their enrollment processProcess related paperwork and manage electronic communicationAccurate data entry using several databases simultaneously while meeting deadlinesEstablish, foster and grow relationships with clients and program contacts including third party organizationsUnderstand 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 stakeholdersAct as a communication liaison between the clients and across all Acumens departments, which includes communicating any opportunities and/or issues that may directly impact the client or AcumenAccurate day-to-day support to clients which includes receiving, researching and resolving all client inquiries within contractual specific timeframesEnsure compliance with all state and federal guidelines including the management of all escalated issues with client families and states within contractual specific timeframesDevelop strategies to support the growth of existing programs through marketing, education and community outreach to potential recipients and social services organizationsWork collaboratively with other internal departments in order to ensure all issues are addressed effectively in a verbal and written fashionManage a fluctuating volume of calls and emailsProvide effective and efficient customer service via calls and/or electronic communication to clients and internal departmentsWorking 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 servePerform other work related duties as assignedALL Acumen employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and actMINIMUM QUALIFICATIONS At least one year of experience with data entry (manual keying in of information into databases)Works well independently with limited supervisionWorks as a self-starter with effective communication skillsAbility to work in a fast paced environmentPrior experience in customer service and/or client relationsAbility to handle fluctuating inbound and outbound call volumeMust be able to work a flexible schedule, including but not limited to weekends, week nights and holidaysExperience working with multiple applications simultaneouslyAbility to prioritize and handle competing requests successfullyKnowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email and use of PDFsPatience, perseverance, and follow through mentalityAbility to communicate both orally and in writing in a professional mannerAttention to detail and critical thinking skillsThe ability to handle responsibility with limited supervisionHigh standard of integrityAbility to use basic math skillsDemonstrates excellent organizational skills, time management, and task orientationGood interpersonal communication skillsAbility to handle and accommodate complex clientsMust be able to plan for and meet multiple deadlinesHigh school diploma or equivalent with some college preferred (or equivalent work experience) PREFERRED QUALIFICATIONS Willingness to obtain certain state required certificationsAbility (if required by program) to travel, including overnight(s), via ground transportation and/or via flightMaintain 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 Acumen is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. #J-18808-Ljbffr Acumen LLC