About the role

Support Specialist assisting financial institutions and government agencies utilizing asset verification systems. Managing inquiries, conducting trainings, and enhancing operational efficiency with a focus on customer service.

Responsibilities

Serve as the primary liaison for financial institutions and government agencies participating in AVS programs
Conduct training sessions for financial institution personnel on system functionality and procedural guidelines
Manage inbound inquiries via phone and email, ensuring accurate documentation and timely resolution
Proactively follow up with financial institutions to resolve outstanding or overdue requests
Support the transition to automated processing methods, promoting modernization and efficiency
Assist in recruiting new financial institutions to participate in AVS programs
Manage registration processes and maintain accurate records of institutions and user accounts
Identify, troubleshoot, and escalate operational errors to ensure timely resolution
Maintain and update procedural documentation and operational reports
Continuously seek opportunities to improve processes and enhance operational efficiency
Participate in team meetings and contribute to departmental success
Ensure compliance with service level agreements, including network coverage and response time metrics
Provide shift coverage for team members on PTO, including alternate shifts (e.g., 6:00–2:30, 8:30–5:00, 12:30–9:00)
Be available to work on select company holidays with pay (e.g., Day after Thanksgiving, Christmas Eve, Day after Christmas, New Year’s Eve)
Support additional departmental initiatives and special projects as assigned

Language Proficiency: Fluent in both English and Spanish (written and verbal)
Education: High school diploma required; college degree preferred
Typing Speed: Minimum of 50 words per minute
Technical Skills: Proficient in Microsoft Excel, Word, and Outlook; comfortable navigating PC environments and web-based applications
Communication: Exceptional verbal and written communication skills; ability to manage competing priorities in a fast-paced setting
Organization: Strong organizational skills with keen attention to detail
Work Ethic: Dependable, self-driven, and capable of working independently and collaboratively
Adaptability: Demonstrated ability to perform under pressure and meet deadlines
Security Clearance: Must be eligible to obtain and maintain Social Security Administration Security Clearance as a condition of employment
Must be able to commute on-site to the Oklahoma City Office

Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice