Finance Service Representative

About the role

As a Finance Service Representative, you will be responsible for all functions necessary to provide Customer Service and Records Administrative Services for Prepaid and/or College Savings programs. This is an in-person role based in our Jacksonville, FL office.

Responsibilities

• Performs financial and non-financial transactional work according to procedures/plan business rules, including:
  • Financial: Participant contributions, withdrawals, refunds, lockbox reconciliation, monetary adjustments, plan changes, Inter-Account Transfers, School invoice and Distribution Processing, etc.
  • Non-Financial: Banking changes, finance and matriculation correspondence, etc.
• Adheres to internal service level standards (pre-defined turnaround times by function).
• Trains or cross-trains team members to continue to develop their knowledge base and proficiency levels.
• Acts as subject matter expert and “go to” for questions and/or clarifications team members may have.
• Handles customer service functions, including answering inbound phone calls from prospective and existing customers and/or placing outbound calls.
• Performs reconciliation activity of credit card contributions to record-keeping system.
• Researches and resolves payment exception items, including suspense items, payroll exception items, contribution reversals, and withdrawal reversals.
• Responds to inquiries and addresses/resolves issues as requested by internal customers (Customer Service, Corporate Finance, ICSS Reconcilement Unit) and external customers (ICSS clients).
• Performs quality review of periodic financial activities, including quarterly participant statements and tax reporting.
• Assists in any other functions as deemed necessary based on work volume, including cross-training on matriculation duties.

Requirements

• Minimum 1-year experience performing transactional work in ICSS or other comparable industry and/or educational experience.
• Self-starter with analytical, research, and deductive reasoning skills; attention to detail and highly motivated.
• Quick learner who thrives in a fast-paced, production environment and stays calm during stressful situations.
• Ability to effectively communicate with, teach, and provide feedback to team members.
• Proficiency using Excel.
• Ability to develop proficiency using Administrative-level workflow management tools.

Benefits

• Competitive salary and benefits package, including health, dental, and vision insurance.
• HSA and FSA options.
• 401(k) plan with matching contributions.
• Paid parental leave.
• ABLE matching contributions for the disability community.
• Employer-paid short-term and long-term disability insurance and group term life insurance.
• Financial and legal assistance through our Employee Assistance Program (EAP).
• Opportunities for personal development and career advancement with free access to unlimited courses via Udemy.