Account Review Specialist
About The Position
The Account Review Specialist establishes and maintains working relationships with assigned business accounts and serves as the main day-to-day contact for program administrators or relationship managers. The position researches and resolves customers’ operational problems using a consultative account management approach. The specialist supports delinquency management, client systems and program implementations, and helps clients move away from paper reports and other inefficient program-management methods toward electronic and web-based solutions. The role also includes identifying and reporting issues, keeping accurate records of assigned portfolio details, following up on inquiries, providing training and updates, and coordinating with internal teams to support service delivery. This is a highly client-facing role, with customer contact primarily by telephone or email.
Requirements
- High school diploma or equivalent.
- Typically three to five years of customer service experience.
Nice To Haves
- Effective verbal, written, and interpersonal communication skills.
- Customer service and customer relations skills, including the ability to handle complaints, problems, and general inquiries effectively, tactfully, and knowledgeably with customers and non-customers.
- Effective telephone skills, including listening and demonstrating courtesy, empathy, and accuracy.
- Thorough knowledge of relevant operational processes and procedures and company products and services.
- Proficiency navigating relevant computer systems to pull reports, shadow clients, and troubleshoot technical issues.
- Ability to perform interest calculations and account adjustments.
- Strong analytical and problem-solving skills.
- Ability to manage multiple tasks, projects, and deadlines simultaneously.
Responsibilities
- Build and maintain working relationships with assigned business accounts.
- Serve as the day-to-day contact for program administrators or relationship managers.
- Answer, research, and resolve customers’ operational problems using a consultative account management approach.
- Assist with delinquency management, client systems, and program implementations.
- Encourage adoption of electronic and web-based solutions in place of paper reports or other inefficient program-management techniques.
- Identify and report issues and maintain accurate records of assigned portfolio details.
- Follow up on client inquiries, provide training, and provide updates.
- Coordinate and work with internal teams and individuals to support high levels of service delivery.
Benefits
- Healthcare coverage, including medical, dental, and vision.
- Basic term and optional term life insurance.
- Short-term and long-term disability coverage.
- Pregnancy disability and parental leave.
- 401(k) and employer-funded retirement plan.
- Paid vacation of two to five weeks depending on salary grade and tenure.
- Up to 11 paid holiday opportunities.
- Adoption assistance.
- Sick and Safe Leave accruals of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
- Incentive and recognition programs.
- Equity stock purchase, 401(k) contribution, and pension, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
