Stakeholder Relations Specialist, Self-Directed Services

About the role

The Stakeholder Relations Specialist provides administrative and customer service support, process and technical guidance, and workflow facilitation for participants and their teams within Fello's Self-Directed Services division. This role serves as the initial point of contact for stakeholder calls, emails, and tickets, resolving customer service and technology-related inquiries in accordance with FMCS contract requirements. The Specialist collaborates across the team to promote efficient and effective resolution strategies for all Self-Directed Services processes and provides recurring front-desk support at the Linthicum office.

Responsibilities

• Act as the first point of contact for stakeholder calls, emails, and tickets.
• Resolve customer service and technology-related inquiries in line with contract requirements.
• Provide process and technical guidance to participants and their teams.
• Facilitate workflows within the Self-Directed Services division.
• Collaborate with team members to develop and implement efficient resolution strategies.
• Provide front-desk support at the Linthicum office.

Requirements

• High school diploma or GED.
• Minimum of one year of experience interacting with customers in a service-focused and informational environment.
• Proficiency in MS Word, Excel, Outlook, and related databases.
• Strong attention to detail and commitment to exceptional customer service.
• Excellent oral and written communication skills.
• Ability to work independently and adapt quickly to new technology.
• Flexibility and effectiveness under pressure to meet deadlines.
• Ability to drive (required).

Qualifications

• Bachelor’s degree in a related field is preferred.
• Experience interacting professionally across diverse stakeholders.

Benefits

• Award-winning total rewards (benefits) package.
• Paid professional development opportunities.