Credentialing Specialist - Key Accounts

AbbVie•Austin, TX

4d•$21 - $38

About The Position

This entry-level Customer Operations role serves as the central point of contact for Key Account creation, maintenance, research, and issue resolution. The Credentialing Specialist provides white-glove support for high-value, strategic accounts and helps ensure a seamless, accurate, and compliant customer experience. This position also supports continuous improvement efforts and contributes to career development within the team.

Requirements

Associate degree or high school diploma and equivalent relevant experience
3+ years of relevant experience
Strong knowledge of account setup, maintenance, and issue resolution processes for complex Key Accounts
Proficiency in CRM systems, SAP, Salesforce, NICE, and Microsoft Office tools, especially Excel
Working knowledge of policy-driven decision-making, compliance requirements, and downstream impacts across varied business models
Experience working in a team-oriented, collaborative environment
Skill in demonstrating professional phone manner
Ability to learn and adapt to new technologies and changing processes
Excellent organizational skills and ability to prioritize
Ability to take initiative and make decisions
Ability to effectively handle and lead multiple tasks/projects independently
Ability to perform accurate and complete work within deadlines, with or without direct supervision
Able to work independently in a dynamic environment and respond with urgency to changing priorities
Strong analytical, organizational, and problem-solving skills with attention to detail and sound judgment
Comfortable adapting to varying customer models and using probing questions to uncover root causes
Able to manage ambiguity while maintaining professionalism and compliance

Responsibilities

Manage end-to-end account set-up, maintenance, and complex change requests for Key Accounts.
Perform structural updates, investigate account discrepancies, and resolve issues that may prevent account creation or maintenance.
Handle internal and external customer inquiries and complete assigned work through NiC and Moxie within quality and productivity standards.
Conduct account analyses, research issues, and initiate SNOW tickets for master data changes as needed.
Execute required verification and compliance checks to help protect against potential fraud and ensure adherence to Customer Master Data Governance standards.
Maintain proactive oversight of licensing, financial responsibility, and customer registration information for new and existing accounts.
Partner with cross-functional teams, including Sales and internal stakeholders, to support timely and accurate resolution of customer needs.
Provide clear, professional communication to customers and stakeholders through phone, email, and case updates.
Monitor work queues and reprioritize tasks to meet service level expectations in a dynamic environment.
Audit customer data to ensure consistency, accuracy, and compliance.
Identify process improvement opportunities and present recommendations to team leadership.
Support team development through knowledge sharing, professionalism, and collaboration with peers.