Customer Support Representative for AR

• A four-year degree from an accredited college or university is required, or 2 years of college + 2 years of experience relative to the specific position, or
• 2 years of college + 2 years of experience relative to the specific position, or
• 4 years of experience relevant to the specific position
• Requires basic knowledge and understanding of established and standardized bookkeeping and accounting procedures and techniques used in an accounting system, or a segment of an accounting system, where there are few variations in the types of transactions handled.

• Experience supporting customer service operations, including answering phones, responding to inquiries, and routing customers appropriately.
• Experience handling financial or payment-related transactions with accuracy and discretion.
• Ability to track, reconcile, and follow up on financial actions such as refunds, correspondence, or account updates.
• Knowledge of basic accounting principles and ability to learn automated financial systems.
• Strong organizational, oral, and written communication skills with English
• Conversational Spanish is highly preferred and will be tested in the interview.

Our most Successful Employees in this Position Demonstrate:

• The candidate should be a team-player with a positive attitude and possess technology savviness and ability to catch on quickly
• Ability to obtain in-depth functional knowledge of ARB operations and customer service workflows.
• Ability to learn Department of State financial policies and procedures, including relevant FAM and FAH guidance.
• Strong customer service skills with the ability to remain professional and composed during high call volumes.
• Escalate issues to the Supervisor and Manager as appropriate after all other avenues have been exhausted.
• Attention to detail, critical thinking, and out-of-the-box thinking is encouraged, ability to work and mold to an ever-changing environment is a must.
• Perform extensive research and analysis of accounts in all financial/imaging systems when dealing with customers over the phone
• Technology aptitude, including proficiency with Microsoft Office and ability to learn systems such as GFMS, RFMS, and Avaya.
• Ability to multitask and prioritize during periods of high workload.
• Attention to detail, accountability, and reliability in completing time-sensitive tasks.
• Ability to escalate issues to supervisors or managers when appropriate.
• Team-oriented mindset and willingness to serve as backup support for critical functions.

• Answer incoming calls to the ARB customer service line, respond to debtor inquiries, process payments when applicable, and transfer callers to portfolio managers as needed.
• Serve as lead support for ARB customer service operations to ensure consistent coverage during core business hours.
• Take credit card information and process payments for repatriation loans and passport NSF debts in accordance with established procedures.
• Review and prepare refund requests and submit correspondence to Vendor Management; track refund issuance to completion.
• Support large-scale refund initiatives, including COVID evacuation over bill refunds.
• Escalate issues to the Supervisor and Manager as appropriate after all other avenues have been exhausted.
• Attention to detail, critical thinking, and out-of-the-box thinking is encouraged, ability to work and mold to an ever-changing environment is a must
• Perform extensive research and analysis of accounts in all financial/imaging systems when dealing with customers over the phone
• Review returned mail and submit vendor code and address update requests to ensure accurate billing and correspondence delivery.
• Provide backup support for the Passport NSF (PNSF) portfolio, including review, approval, logging of new debts, and payment posting as trained.
• Manage the ARB administrative email inbox, including routing correspondence, forwarding decision memorandums, and preparing mailings as requested by portfolio managers.
• Track administrative review and decision emails from the Comptroller’s Office and support issuance of 30-day notices as required.
• Print and distribute bills and dunning notices daily in accordance with ARB schedules.
• Scan and image documents into AR DIS for current processing and official records retention.
• Serve as backup for lockbox processing as needed.
• Support ISO 9001 requirements by reviewing and maintaining Quality Work Instructions (QWIs), Reference Documents (RDs), and Forms to ensure alignment with CGFS policy and business processes.
• Perform other miscellaneous administrative and operational duties as required to support ARB mission needs.

• Accounting Systems: GFMS and RFMS

• Document Storage: Document Imaging system

Additional Information: To be hired, the candidate must reside in the state of South Carolina.

This position supports a government contract and is subject to the government agency rules and management.

Employees must remain in their current position for at least one year before applying for another job within the company or contract.

Work Schedule: This is a full-time job located on Dyess Ave. in North Charleston, SC.

Work hours are 40 hours per week between the hours of 6:00 am - 6:00 pm.

Flex-time is available.

Core working hours are 9:45 am - 2:45 pm.

Work schedule is defined based on the work requirements of our client’s division, Global Financial Services.The contract has a non-compensated 30-, 45- or 60 minute lunch Monday through Friday.

Additional hours may be required and/or must be authorized by your Program Manager and DoS Management.

Haynes, Inc is an Equal Opportunity Employer.

We do not discriminate against any employee or applicant for employment because of race, color, religion, gender, national origin, age, marital status, disability, veteran status, sexual orientation, or other protected status in any of the terms or conditions of employment.