Client Services Agent

$43,680 - $43,680/Yr

Acumen LLC - Tulsa, OK

Full-time - Entry Level

Remote - Tulsa, OK

Credit Intermediation and Related Activities

About the position

Acumen, Inc. is a leading fiscal agent dedicated to providing innovative financial management services with a strong emphasis on customer service. The Client Services Agent plays a pivotal role in supporting individuals with disabilities and their families by facilitating their enrollment and ongoing support within the organization. This position requires a service-oriented mindset, as agents are responsible for managing client relationships and ensuring a seamless experience throughout the client lifecycle. The role involves a variety of tasks including handling inbound and outbound communications, processing paperwork, and performing data entry with a high degree of accuracy. Agents must establish and maintain relationships with clients, their families, and support coordinators, ensuring that all inquiries are addressed promptly and effectively. Additionally, agents are expected to stay informed about program rules and regulations, acting as a liaison between clients and various departments within Acumen. Agents will also be responsible for developing strategies to enhance existing programs through marketing and community outreach, while ensuring compliance with state and federal guidelines. The position requires flexibility in working hours, including the possibility of weekends and holidays, to meet the needs of clients. Overall, the Client Services Agent is essential in fostering a positive relationship between Acumen and its clients, ensuring that they receive the support and resources necessary to lead independent lives.

Responsibilities

• Enroll, educate, and support Acumen clients throughout their lifecycle.
• Process related paperwork and manage electronic communication.
• Perform accurate data entry using multiple databases simultaneously while meeting deadlines.
• Establish, foster, and grow relationships with clients and program contacts.
• Understand and communicate program rules, regulations, and implementation needs to stakeholders.
• Act as a communication liaison between clients and Acumen departments.
• Provide day-to-day support to clients, including researching and resolving inquiries.
• Ensure compliance with state and federal guidelines and manage escalated issues.
• Develop strategies to support the growth of existing programs through marketing and outreach.
• Work collaboratively with internal departments to address issues effectively.
• Manage a fluctuating volume of calls and emails.
• Provide effective customer service via calls and electronic communication.
• Work flexible hours as established by the hiring manager.

Requirements

• At least one year of experience with data entry.
• Prior experience in customer service and/or client relations.
• Ability to work independently with limited supervision.
• Effective communication skills, both oral and written.
• Experience working with multiple applications simultaneously.
• Ability to handle fluctuating inbound and outbound call volume.
• Knowledge of Microsoft Word, Excel, PowerPoint, and email.
• Attention to detail and critical thinking skills.
• Good organizational skills and time management abilities.
• High school diploma or equivalent, with some college preferred.

Nice-to-haves

• Willingness to obtain state-required certifications if necessary.
• Ability to travel, including overnight trips, if required by the program.
• Maintain a valid driver's license and automobile insurance if required.

Benefits

• Health savings account
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Work from home
• Parental leave
• Employee assistance program
• Vision insurance
• Life insurance