Customer Support

• Serve as the primary liaison for financial institutions and government agencies participating in AVS programs
• Conduct training sessions for financial institution personnel on system functionality and procedural guidelines
• Manage inbound inquiries via phone and email, ensuring accurate documentation and timely resolution
• Proactively follow up with financial institutions to resolve outstanding or overdue requests
• Support the transition to automated processing methods, promoting modernization and efficiency
• Assist in recruiting new financial institutions to participate in AVS programs
• Manage registration processes and maintain accurate records of institutions and user accounts
• Identify, troubleshoot, and escalate operational errors to ensure timely resolution
• Maintain and update procedural documentation and operational reports
• Continuously seek opportunities to improve processes and enhance operational efficiency
• Participate in team meetings and contribute to departmental success
• Ensure compliance with service level agreements, including network coverage and response time metrics
• Provide shift coverage for team members on PTO, including alternate shifts (e.g., 6:00–2:30, 8:30–5:00, 12:30–9:00)
• Be available to work on select company holidays with pay (e.g., Day after Thanksgiving, Christmas Eve, Day after Christmas, New Year’s Eve)
• Support additional departmental initiatives and special projects as assigned

Support Specialist

Support Specialist – Bilingual, English/Spanish

Support Specialist – Bilingual, English/Spanish

Support Specialist

Customer Support Representative

Customer Service Representative