Client Services Agent

$52,000 - $56,160/Yr

Acumen LLC - Boston, MA

Part-time - Entry Level

Remote - Boston, MA

Credit Intermediation and Related Activities

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 Client Services Agent plays a crucial 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 positive experience throughout the client lifecycle. The Agent will engage in both inbound and outbound communications, including phone calls and emails, to assist clients with their enrollment processes. This involves processing paperwork, performing manual data entry with high accuracy, and maintaining effective communication with clients and internal departments. The role is essential for fostering relationships with clients, their families, and support coordinators, ensuring compliance with state and federal guidelines, and addressing any inquiries or issues that arise. In addition to direct client support, the Agent will develop strategies to promote existing programs through marketing and community outreach. The position requires flexibility in working hours, including occasional weekends and holidays, to meet the needs of clients. Agents must also adhere to cybersecurity policies and procedures to maintain the integrity of the organization.

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.
• 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 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 and community outreach.
• Work collaboratively with other internal departments to address issues effectively.
• Manage a fluctuating volume of calls and emails.
• Provide effective customer service via calls and electronic communication to clients and internal departments.
• Work flexible hours as established by the hiring manager, including weekends, weeknights, and holidays.

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.
• Experience working with multiple applications simultaneously.
• Proficiency in Microsoft Word, Excel, PowerPoint, Internet, Email, and use of PDFs.
• Attention to detail and critical thinking skills.
• Ability to communicate both orally and in writing in a professional manner.
• Excellent organizational skills, time management, and task orientation.
• Good interpersonal communication skills.
• Ability to handle and accommodate complex clients.
• High school diploma or equivalent with some college preferred (or equivalent work experience).

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 within the state of residence and valid automobile insurance if required by the program.
• Able to provide a secure remote workspace with high-speed internet when applicable.

Benefits

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