Support Specialist

1 week ago

Evanston, IL, United States LexisNexis Risk Solutions Full time
About the Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, https://risk.lexisnexis.com

About the Team

The Asset Verification Services (AVS) Operations Team plays a vital role in supporting both Federal and State Government Agencies, as well as the Financial Institution Community. Our mission is to advance equitable access to public benefits by enabling secure, accurate, and efficient asset verification. Through our work, we help reduce fraud, accelerate eligibility determinations, and ensure that government resources reach those who need them most.

About the Role

We are seeking a detail-oriented, bilingual (English/Spanish), customer-focused professional to join our AVS Operations Team. This role is essential in supporting financial institutions and government field offices that rely on our asset verification systems. The ideal candidate will be a proactive communicator, highly organized, and committed to delivering exceptional service while driving operational excellence across AVS programs.

Responsibilities
  • 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.
Requirements
  • Language Proficiency: Fluent in both English and Spanish (written and verbal). A Spanish language assessment will be administered.
  • Education: High school diploma required; college degree preferred.
  • Typing Speed: Minimum of 50 words per minute.
  • Technical Skills: Proficient in Microsoft Excel, Word, and Outlook; comfortable navigating PC environments and web-based applications.
  • Communication: Exceptional verbal and written communication skills; ability to manage competing priorities in a fast-paced setting.
  • Organization: Strong organizational skills with keen attention to detail.
  • Work Ethic: Dependable, self-driven, and capable of working independently and collaboratively.
  • Adaptability: Demonstrated ability to perform under pressure and meet deadlines.
  • Security Clearance: Must be eligible to obtain and maintain Social Security Administration Security Clearance as a condition of employment.
  • Must be able to commute on-site to the Oklahoma City Office.


Additional location(s): Oklahoma City, OK

Primary Location Base Pay Range: Evanston, IL $41,600 - $69,300.

U.S. National Base Pay Range: $39,600 - $66,100. Geographic differentials may apply in some locations to better reflect local market rates.

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