Support Specialist
Are you passionate about delivering exceptional customer support and building strong relationships with customers and partners?
Do you enjoy solving problems, providing training, and helping improve operational processes in a fast-paced environment?
About the Business
LexisNexis® Risk Solutions provides customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. We use the power of data and advanced analytics to help our customers make better, timelier decisions. By bringing clarity to information, we ultimately help make communities safer, insurance rates more accurate, commerce more transparent, business decisions easier and processes more efficient. You can learn more about LexisNexis Risk at https://risk.lexisnexis.com/.
About Our Team
This role supports financial institutions (FIs), field offices, and agency staff using asset verification systems. Our team values both independence and collaboration, encouraging team members to take ownership of their work while contributing to a supportive environment where knowledge sharing and teamwork are essential to success.
Work Hours:
This position is scheduled to work 12:30 PM to 9:00 PM Central Time.
About the Role
The Government Services department focuses on data verification for federal, state, and county agencies that determine eligibility for publicly funded programs. As a Support Specialist, you will provide operational support to financial institutions, field offices, and agencies participating in asset verification programs while helping ensure service levels and customer expectations are consistently met.
Responsibilities
- Serve as an entry-level member of the support team.
- Maintain relationships and provide support to field offices, agencies, and financial institutions participating in asset verification programs.
- Train financial institution personnel on all aspects of the solution, including web-based applications and supporting procedures.
- Assist in evaluating existing procedures and identifying operational efficiencies.
- Respond to phone and email inquiries regarding asset verification programs and document inquiries and resolutions in the appropriate systems and databases.
- Assist with maintaining and updating procedural documentation and reports.
- Support the achievement of contracted service level agreements, including financial institution network coverage and response-time goals.
- Process financial institution registrations, including additions, changes, deletions, and user account updates.
- Contact financial institutions regarding outstanding and overdue requests.
- Assist financial institutions with conversion to more automated processing methods.
- Assist with identifying, resolving, and reporting operational errors.
- Occasionally work company-observed holidays, such as the day after Thanksgiving, Christmas Eve, the day after Christmas, and New Year's Eve.
- Perform other duties as assigned.
Requirements
- High school diploma required; college degree preferred.
- Proficiency with Microsoft Excel, Word, and Outlook.
- Ability to obtain SSA Security Clearance as a condition of employment and continued employment.
- Ability to manage multiple priorities simultaneously, including customer support, issue resolution, participant outreach, and training activities.
- Strong attention to detail and commitment to delivering high-quality work.
- Excellent verbal and written communication skills.
- Ability to work effectively under pressure and meet established deadlines.
Working for you:
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Clickhereto access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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