Kia Account Specialist

Summary:

The Account Specialist is responsible for providing outstanding customer service to clients by assisting the Supervisor in executing, delegating and following up on work assignments. The Account Specialist may be required to assist with and/or perform all work assignments delegated to other hourly employees (Correspondents and Claims Processors). Account Specialists facilitate daily communications with team members, clients, customers/retailers and/or third-party vendors. The Account Specialist monitors work assignments delegated to Correspondents and Claims Processors, and assists with special projects and the preparation of reports (routine and/or ad hoc). The Account Specialist ensures compliance with client's program specifications and ACB policies and procedures.

Duties/Responsibilities:

• Serve as a client contact for assigned PSG accounts. Assist the Supervisor in ensuring that client and ACB goals are being met with regard to production and customer service commitments.
• Assist the Supervisor in ensuring that claim and pre-approval processing complies with ACB and client policies, program guidelines, and turnaround commitments. Provide daily claim status reports. Review claims as necessary to ensure quality and accuracy of processing (check claims processed by other team members and provide feedback to team members regarding quality of work as appropriate). Proof claim documents and batches prior to release. Ensure that pended claim process follows established procedures. Provide continual feedback of the effectiveness of processes and procedures to the Supervisor. Provide suggestions to improve area operations, efficiency, and service.
• Assist Supervisor in ensuring that employees have appropriate training and other resources to perform their jobs. Assist in the coordination of on-going staff training and development to increase performance levels and improve customer service.
• Receive, research, and resolve client questions and complaints when appropriate. Facilitate oral and/or written communications to ensure clients receive timely and efficient service. Maintain necessary documentation related to communications. Review and identify potential client-related issues with the Supervisor and proactively seek potential solutions.
• Review fund transactions and new dealer installations; Ensure that client database is maintained and updated as necessary.
• Maintain client program information, specification sheets, and account binders and ensure that current information is accessible to all team members. Assist the Supervisor in writing and evaluating client service order revisions and updates.
• Communicate information regarding claim and pre-approval status, turnaround time, client status, and/or issues to Supervisor.
• Write, review, and present programming change requests to Supervisor. Oversee report quality, accuracy and data integrity. Create and produce ad hoc client reports upon request.
• Administer client projects related to current business, special programs or new client installations.
• Communicate disciplinary and/or performance problems according to company policy to the Supervisor.
• Participate in resolution of employee relation issues as requested by Supervisor. Create and maintain a high-quality work environment so team members are motivated to perform at their highest level and to continue working for the company.
• Meet established performance expectations for quantity and quality of work performed.
• Act as team lead in the absence of the Supervisor, when directed.
• Assist the Supervisor in scheduling, conducting, and attending on-site client meetings and/or visiting clients off-site, when requested.
• Assist in the scheduling of production and work assignments of team members.
• Assist in the interview process and hiring of team personnel as requested. Oversee new employee training and orientation as assigned.

Required Skills/Abilities:

• PC knowledge, including Microsoft Office products; Outlook, Word, Excel and Adobe Acrobat
• Basic understanding of accounting principles
• Strong organizational and time management skills are needed to manage multiple tasks/priorities
• Ability to interpret an extensive variety of instructions in written or verbal form in English
• Ability to communicate with employees, clients, and/or customers to answer and process questions in English

Education and Experience:

• High School Diploma or equivalent certificate
• 2 years of office experience. Previous cooperative advertising or incentives experience a plus
• Demonstrated experience as a lead or mentor in a customer service or production environment. Prior experience with ACB preferred.

Current Openings for Kia Account Specialist Jobs at The Advertising Checking Bureau, Inc.