Support Specialist, Government Services at RELX in Evanston, Illinois

Posted in Other 11 days ago.

Job Description:

Support Specialist

Government Services

Accuity's Government Services department focuses on the provision of asset verification for federal, state and county agencies who determine eligibility for publicly funded programs.

This role supports financial institutions (FIs) and field office and agency staff using the asset verification systems.

Key Responsibilities:

  • Maintain relationships and provide support to field offices, agencies and financial institutions participating in the asset verification programs.

  • Train FI personnel on all components of the solutions, including the web-based application and all supporting procedures.

  • Respond to phone and email inquiries regarding the AVS Programs. Log all inquiries and resolution into the appropriate systems and databases.

  • Contact financial institutions to encourage the completion of outstanding and overdue requests.

  • Convert financial institutions to more automated processing methods.

  • When necessary, recruit FIs for participation in the AVS Programs.

  • Provide status reports to Team Leader/Manager.

  • Process registrations of FIs, including additions, changes/deletions to institutions and user accounts.

  • Meet contracted service level agreements, including FI Network Coverage, response times, etc.

  • Assist in resolving and reporting any errors related to operations.

  • Assist in maintaining documentation of procedures and reports.

  • Assist in evaluating existing procedures to identify efficiencies.

  • Attend and contribute to production meetings.

  • Must occasionally work other shift times to assist in coverage for other team members who are on PTO (6:00-2:30 shift, 8:30-5:00 shift, 12:30-9:00 shift).

  • Additional department responsibilities as required.

Qualifications Required:

  • College Degree preferred. High School diploma required.

  • Word per minute must be at least 50 wpm. A words per minute test will be given.

  • Microsoft Suite skills. Experience with Excel and Word required. Able to work with PCs and web-based applications.

  • 10 key skills including the ability to pass a standardized proficiency test.

  • Strong attention to detail and a commitment to the highest quality of performance.

  • Exceptional oral and written communication skills. Must be able to multi-task: efficiently perform multiple tasks, such as communicating issues and solutions, recruiting participants and training over the phone.

  • Extremely organized.

  • Able to work under pressure and meet deadlines with ability to work overtime.

  • Self-motivated, reliable, proficient at working independently as well as in a team.

  • Must be able to obtain SSA Security Clearance as a condition of employment.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact or if you are based in the US you may also contact us on 1.855.833.5120.

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