Client Services Agent
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Job Description
Client Services Agent enrolling and supporting self-directed home care clients for Acumen Fiscal Agent. Handling calls, paperwork, data entry, and compliance inquiries remotely.
Responsibilities:
- Support clients (employers and employees) during enrollment
- Process paperwork and manage electronic communication
- Perform accurate data entry using several databases while meeting deadlines
- Establish, foster, and grow relationships with clients and program contacts
- Understand and communicate program rules, regulations, and implementation needs
- Act as a communication liaison between clients and Acumen departments
- Provide day-to-day client support by receiving, researching, and resolving inquiries within contractual timeframes
- Ensure compliance with state and federal guidelines
- Manage escalated issues with client families and states
- Develop strategies supporting program growth through marketing, education, and community outreach
- Collaborate with internal departments to address issues effectively
- Manage fluctuating call and email volume
- Provide customer service by phone and electronic communication
- Work occasional weekends, weeknights, and holidays as client needs require
- Perform other related duties as assigned
- Support the company's compliant cybersecurity posture by following policies, procedures, standards, and guidelines
Requirements:
- At least one year of experience with data entry (manual keying in of information into databases)
- Must be located in PA, OH, IL, or IN
- Prior experience in customer service and/or client relations
- Experience working with multiple applications simultaneously
- Knowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email, and PDFs
- Ability to handle fluctuating inbound and outbound call volume
- Ability to work a flexible schedule, including weekends, weeknights, and holidays
- Ability to prioritize and handle competing requests successfully
- Professional oral and written communication skills
- Attention to detail and critical thinking skills
- Basic math skills
- Excellent organizational skills, time management, and task orientation
- Ability to handle complex clients and multiple deadlines
- High school diploma or equivalent with some college preferred (or equivalent work experience)
- Willingness to obtain certain state-required certifications
- Valid driver's license and automobile insurance if required by program
- Ability to provide a secure remote workspace with high-speed internet when applicable
- Ability to travel, including overnight travel, if required by program
Benefits:
- Company-sponsored medical, dental, and vision insurance for eligible employees and dependents
- Access to additional voluntary benefits
- 401(k) plan after 90 days of continuous employment
- Wellness initiatives
- Employee Assistance Program (EAP)
- Accrued Paid Time Off (PTO)
- Paid Sick Time (PST)
- 14 paid federal holidays annually
- Employee birthday holiday
- Total of 15 paid holidays annually
- Flexible remote work arrangement
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