Customer Support Representative for AR

About the role

Haynes Inc., a long-term government contractor, seeks a Customer Support Representative for the Accounts Receivable Branch to support the Department of State (DOS) in Charleston, SC.

Responsibilities

• 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.
• 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.

Requirements

• 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
• 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.

Preferred Skills

• 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.

Benefits

• 11 paid Federal holidays
• Gross Employer Match on your 401k
• Paid Time Off
• Medical/Dental/Vision Insurance
• Flexible Spending Accounts
• Life Insurance
• Disability
• Tuition Reimbursement
• Free Professional Development & Training Program with 9000+ courses
• More!

Pay

The starting salary range is between $49,000 and $55,000 PLUS our generous benefits package.

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.