Account Coordinator

The CCS Companies•Norwood, MA

21d•$19 - $21•Onsite

About The Position

The Account Coordinator provides day-to-day client service and support to help ensure effective execution of the client experience. The role also involves project tracking, research, handling account issues, composing client correspondence, creating presentations, and maintaining strong client partnerships. The Account Coordinator collaborates with internal teams by contributing ideas, developing strategies, and applying problem-solving skills. The position supports client communications and reporting, gathers and reviews account documentation, researches account activity, and assists Operations and Account Management teams in carrying out client requirements. It also maintains job aids and training materials, supports workflow improvements, completes special client projects, and provides backup coverage for the Norwood reception area. The role is based at the Norwood office and requires onsite work in accordance with company and department policies.

Requirements

At least 1 year of client service, customer service, or call center experience is preferred.
Strong interpersonal and verbal communication skills.
Professional customer service and telephone skills.
Basic understanding of Microsoft applications, including PowerPoint, Excel, Outlook, and Word.
Basic math skills.
Written communication skills.
High school diploma or GED equivalent required.
Ability to maintain consistent and regular attendance in accordance with an established schedule.
Ability to work onsite/in-office in accordance with company and department policies and procedures.

Nice To Haves

Some college is preferred.
At least 1 year of client service, customer service, or call center experience is preferred.

Responsibilities

Provide first-level phone support to clients by initiating and handling inbound calls professionally and helpfully.
Address client needs and identify ways to add value to client relationships.
Maintain knowledge of and comply with FDCPA, FCRA, and other applicable compliance regulations.
Assist Operations departments in gathering account and placement data and information.
Request supporting documents from clients and review them for accuracy.
Cross-train on client systems to research payments and adjustments and provide information to Operations and other internal teams.
Review and investigate new-business bypassed accounts across directories, working with clients and internal staff to identify and correct issues.
Manage daily and weekly client reporting requirements and deliverables.
Update and maintain department job aids and training materials.
Support relationships with the Account Management team and execute client guidelines and specifications.
Follow verbal and written directions from managers, directors, and executives concerning client requirements and needs.
Create, maintain, and submit Synergy requests for projects and daily, weekly, and monthly tasks.
Assist with transitioning tasks and assignments to streamline workflows.
Create PowerPoint presentations and client-specific reports.
Produce Excel spreadsheets detailing placement units, average balances, and dollars collected.
Manage relationships and the overall client experience with existing partnerships.
Cross-train on Subrogation business to assist the Account Coordination and Account Management teams in Portsmouth.
Create, review, and deliver client month-end reports.
Provide backup coverage for the Norwood reception area.
Participate in problem-solving and decision-making activities, using listening, speaking, reading, writing, analysis, basic math, independent thinking, organization, prioritization, planning, and delegation skills.
Complete special client projects upon request.
Take on additional tasks as time allows and as assigned by management.
Maintain consistent and regular attendance in accordance with an established schedule.
Work onsite in accordance with CCS and department policies and procedures.
Remain receptive to feedback and change, willing to learn, and committed to continuous improvement.