Client Services Agent

Rise Services - Oklahoma City, OK

Full-time - Entry Level

Remote - Oklahoma City, OK

Social Assistance

About the position

Acumen, LLC. is a leading fiscal agent dedicated to providing innovative financial management services with a strong emphasis on customer service. The organization is committed to helping individuals with disabilities lead independent lives through participant-directed programs. The role of an Agent at Acumen is pivotal, as it embodies the mission of facilitating freedom, choice, and opportunity for clients and their families. Agents are responsible for enrolling, educating, and supporting clients throughout their journey with Acumen, which includes managing inbound and outbound communications, processing paperwork, and performing data entry with a high degree of accuracy. This position is essential for maintaining positive relationships with clients, their families, and support coordinators. Agents will engage in various tasks, including supporting clients during the enrollment process, processing related paperwork, and managing electronic communications. They will also be responsible for accurate data entry across multiple databases while adhering to deadlines. Building and nurturing relationships with clients and program contacts, including third-party organizations, is a key aspect of the role. Agents must stay informed about program rules and regulations to effectively communicate these to both internal and external stakeholders. Additionally, they will act as a liaison between clients and Acumen's departments, ensuring that any issues impacting clients are addressed promptly. The role requires agents to provide day-to-day support to clients, which includes researching and resolving inquiries within specified timeframes. Compliance with state and federal guidelines is crucial, especially when managing escalated issues. Agents will also develop strategies to promote existing programs through marketing and community outreach. The position demands collaboration with other departments to ensure effective communication and resolution of issues. Agents must be flexible in their working hours, as they may need to work weekends, weeknights, or holidays to meet client needs. Other duties may be assigned as necessary, and all employees are expected to support the company's cybersecurity posture by adhering to established policies and procedures.

Responsibilities

• Enroll, educate, and support Acumen clients throughout their lifecycle with the organization.
• Manage inbound and outbound phone calls and emails, processing paperwork and manual data entry into multiple databases with high accuracy.
• Establish and foster relationships with clients and program contacts, including third-party organizations.
• Stay up to date on program rules, regulations, and implementation needs, effectively communicating these to stakeholders.
• Act as a communication liaison between clients and Acumen's departments, addressing opportunities and issues that impact clients.
• Provide accurate day-to-day support to clients, researching and resolving inquiries within contractual timeframes.
• Ensure compliance with state and federal guidelines, managing escalated issues with client families and states.
• Develop strategies to support the growth of existing programs through marketing, education, and community outreach.
• Collaborate with internal departments to address issues effectively in both verbal and written communication.
• Manage a fluctuating volume of calls and emails, providing effective customer service to clients and internal departments.

Requirements

• At least one year of experience with data entry (manual keying in of information into databases).
• Ability to work independently with limited supervision.
• Effective communication skills and a self-starter mentality.
• Prior experience in customer service and/or client relations.
• Ability to handle fluctuating inbound and outbound call volume.
• Flexibility to work a schedule that includes weekends, weeknights, and holidays.
• Experience working with multiple applications simultaneously.
• Ability to prioritize and handle competing requests successfully.
• Knowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email, and PDFs.
• Attention to detail and critical thinking skills.
• Ability to handle responsibility with limited supervision and maintain a high standard of integrity.
• Excellent organizational skills, time management, and task orientation.
• Good interpersonal communication skills and the ability to accommodate complex clients.

Nice-to-haves

• Willingness to obtain certain state-required certifications.
• Ability to travel, including overnight(s), via ground transportation and/or flight if required by the program.
• Maintain a valid driver's license and valid automobile insurance if required by the program.
• Ability to provide a secure remote workspace with high-speed internet when applicable.

Benefits

• Medical, dental, and vision coverage.
• Generous paid time off.
• Incentive bonuses for qualifying employees.