Group Account Support Specialist II

Job Summary

Under moderate supervision, the Group Account Support Specialist II manages the relationship of new and existing groups and associates. The Group Account Support Specialist II is accountable for customer satisfaction and quality execution of stated tasks throughout the process. Work will be observed and reviewed both during performance upon completion, and changes in procedures or exceptions to rules are explained in detail as they arise.

Responsibilities

• Scope of the Role
• Complete tactile tasks and assigned work duties that help drive the success of the organization.
• Communicate effectively, collaborate with internal and external contacts, meet deadlines, organize and manage time, and maintain autonomy while working on projects and duties.
• May transition to Group Account Support Specialist III with increased breadth of knowledge.
• Performance Outcomes
• Administrative Account Management
• Review and maintain LegalShield Group Accounts
• Review enrollment, payment history, and billing invoices to provide support to LegalShield groups, Associates, and group members
• Handle inquiries received by phone, fax, email, or mail
• Provide support to internal departments regarding group inquiries
• Manage reports that require more in-depth research
• Manage accounts and projects that require a deeper knowledge of processes and procedures
• Aid in answering questions in teams for newer employees
• Customer Support
• Understand customer demands and expectations and meet these in a timely manner, addressing any challenges or concerns the customer or associate may have regarding group business.
• Answer incoming calls, make outgoing calls to investigate and correct errors

Education, Knowledge, and Experience

• Must be comfortable working onsite Monday through Friday from 10:00 AM to 7:00 PM at our Ada, OK headquarters.
• Exceeded performance expectation as Account Manager I OR Minimum of 5 years’ experience in a customer service role with call center experience.
• High school Degree Required.
• Familiar with accounting, billing, and payment type processes.
• Knowledgeable in Word, Excel, and PowerPoint.
• Good typing and 10-key skills, Required.
• Good written and verbal communication.
• Good phone and presentation skills.
• Effectively interact with users, peers, managers, and vendors.
• Requires an ability to handle multiple deadlines, provide a detailed-oriented, analytical, and organized approach to daily duties and relationship building with a high degree of confidentiality.
• Requires an individual with a positive professional attitude who can work as a part of a team or individually.
• Requires the ability to work under pressure and quickly adapt to change.
• Requires a self-starter with a high level of initiative and problem-solving mindset.

Physical Requirements/Work Environment

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties of this position are performed in a professional office environment. Employee routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to sit, stand, talk and hear. Employee can work at the computer or other sedentary tasks for extended periods. Employee can conduct duties discreetly and impartially. Employee has regular and predictable attendance and punctuality with the ability to work on critical business days as deemed necessary, including some evenings and weekends to ensure all business is processed. Travel is not required for this position.