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Sr. Support Specialist

Data Research & Analytics
Reed Business Information
ACC000MF Requisition #

Accuity’s Government Services department focuses on the provision of asset verification for federal, state and county agencies who determine eligibility for publicly funded programs. 


This role supports financial institutions (FIs) and field office/agency staff using the asset verification systems.  


Key Responsibilities:

  • Responsible for training new team members on the support processes and procedures.
  • Responsible for training the team on any new processes or procedures.
  • Responsible for creating and documenting operational procedures and processes.
  • Responsible for quality control.
  • Bring ideas for system improvements and procedural efficiencies to management on a regular basis.
  • Take the first steps to handle and research any new support issues individually, before bringing them to management.
  • Help other team members with difficult questions when they need assistance.
  • Maintain relationships with field offices, agencies and financial institutions participating in the AVS Programs.
  • Train FI personnel on all components of the solutions, including the web-based application and all supporting procedures.
  • Provide support to agencies and financial institutions.
  • Respond to phone and email inquiries regarding the AVS Programs. Log all inquiries and resolution into the appropriate systems and databases.
  • Contact financial institutions to encourage the completion of outstanding and overdue requests.
  • Convert financial institutions to more automated processing methods.
  • When necessary, recruit FIs for participation in the AVS Programs.
  • Provide status reports to Team Leader/Manager.
  • Process registrations of FIs, including additions, changes/deletions to institutions and user accounts.
  • Meet contracted service level agreements, including FI Network Coverage, response times, etc.
  • Assist in resolving/reporting any errors related to operations.
  • Assist in maintaining documentation of procedures and reports.
  • Assist in evaluating existing procedures to identify efficiencies.
  • Attend and contribute to production meetings.
  • Must occasionally work other shift times to assist in coverage for other team members who are on PTO (6:00-2:30 shift, 8:30-5:00 shift, 12:30-9:00 shift).
  • Additional department responsibilities as required.

Qualifications Required:

  • College Degree preferred. High School diploma required.
  • At least three years of customer support experience preferred.
  • Microsoft Suite skills. Able to work with PCs and web-based applications.
  • Strong attention to detail and a commitment to the highest quality of performance.
  • Exceptional oral and written communication skills.  Must be able to multi-task: efficiently perform multiple tasks, such as communicating issues and solutions, recruiting participants and training over the phone.
  • Extremely organized.
  • Able to work under pressure and meet deadlines with ability to work overtime.
  • Self-motivated, reliable, proficient at working independently as well as in a team.
  • Able to work with PCs and web-based applications. Experience with Excel and Word required.
  • Must be able to obtain SSA Security Clearance as a condition of employment.


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