Client Services Agent

Acumen LLC - Oklahoma City, OK

Full-time - Entry Level

Remote - Oklahoma City, 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 crucial role in supporting individuals with disabilities and their families by facilitating their enrollment and ongoing support throughout their journey with Acumen. This position requires a service-oriented mindset, as agents are responsible for managing inbound and outbound communications, processing paperwork, and ensuring accurate data entry across multiple databases. The agent's work is vital in maintaining positive relationships with clients, their families, and support coordinators, ensuring that all interactions are handled with care and professionalism. In this role, agents will support clients during their enrollment process, manage electronic communications, and perform accurate data entry while adhering to deadlines. Building and nurturing relationships with clients and program contacts, including third-party organizations, is essential. Agents must stay informed about program rules and regulations to effectively communicate these to both internal and external stakeholders. They will act as a liaison between clients and various departments within Acumen, addressing any issues or opportunities that may arise. The Client Services Agent will also be responsible for providing day-to-day support to clients, ensuring compliance with state and federal guidelines, and managing escalated issues. Additionally, agents will develop strategies to promote existing programs through marketing and community outreach, collaborate with internal departments to resolve issues, and handle a fluctuating volume of calls and emails. Flexibility in working hours is required, as agents may need to work weekends, evenings, or holidays to meet client needs. Overall, this position is integral to Acumen's mission of empowering individuals to lead independent lives through exceptional participant-directed programs.

Responsibilities

• Enroll, educate, and support Acumen clients throughout their lifecycle.
• Process related paperwork and manage electronic communication.
• Perform accurate data entry using several databases simultaneously while meeting deadlines.
• Establish, foster, and grow relationships with clients and program contacts including third-party organizations.
• Understand and stay up to date on program rules, regulations, and implementation needs.
• Act as a communication liaison between clients and across all Acumen departments.
• Provide accurate day-to-day support to clients, including receiving, researching, and resolving inquiries.
• Ensure compliance with all 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.
• Work collaboratively with other internal departments to address issues effectively.
• Manage a fluctuating volume of calls and emails.
• Provide effective and efficient customer service via calls and/or electronic communication.
• Work flexible hours as established by the hiring manager, including weekends, weeknights, and holidays.

Requirements

• At least one year of experience with data entry.
• Ability to work independently with limited supervision.
• Effective communication skills.
• Experience in customer service and/or client relations.
• Ability to handle fluctuating inbound and outbound call volume.
• Experience working with multiple applications simultaneously.
• Knowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email, and PDFs.
• Attention to detail and critical thinking skills.
• Ability to communicate both orally and in writing in a professional manner.
• High standard of integrity and responsibility with limited supervision.
• Excellent organizational skills, time management, and task orientation.

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.
• Able to provide a secure remote workspace with high-speed internet when applicable.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• 401(k) matching