About this position
Job Title: Account Services Administrative Specialist
Reports to: Head of Account Services
Department: Account Services – Responsive Inbound Vertical
Division: Account Resolutions Team ART
Position Summary:
The Account Services Administrative Specialist provides centralized operational and administrative support to the Account Services team by managing inbound client communications, service tickets, and workflow tracking. This role serves as the first point of contact for phone calls and shared inbox requests, ensuring accurate triage, ticket creation, routing, and service level objective monitoring. The position supports key Account Services processes including rate reviews, save accounts, activations, and closures, while maintaining accurate documentation, tracking tools, and reporting to provide leadership with clear visibility into performance, priorities, and outcomes.
Key Performance Areas & Key Performance Indicators:
Inbound Communication, Ticketing & Triage: 70%
- Answer inbound client calls and provide professional first line support
- Monitor group inboxes to ensure all emails and messages are captured and addressed
- Create and issue service tickets with accurate categorization, documentation, and ownership
- Ensure 100 percent triage of all tickets and confirmation of receipt to clients
- Track service tickets against defined service level objectives and escalate items at risk of breach
- Manage calls and messages for Practice Management Consultants, including detailed note taking and follow up
Administrative Support & Documentation: 20%
- Provide administrative support for rate reviews, save accounts, activations, and closures
- Prepare and submit required internal and external forms and supporting documentation
- Monitor Monday.com boards for tags or assignments and notify owners of required actions
- Draft and send professional client and partner communications on behalf of the team
- Attend Account Services meetings, capture clear meeting minutes, document action items, and distribute notes promptly
- Maintain and update the Account Services Center of Excellence ensuring current policies, guides, and resources are available
- Track updated deal, sales, and policy documentation and communicate changes to the team
- Create PowerPoint presentations using KPI and performance data for leadership and team reporting
- Maintain organized digital records, folders, tracking tools, and shared resources
- Support ad hoc administrative tasks and special projects as assigned
Research, Metrics & Reporting: 10%
- Conduct background research requested by leadership to support workflow improvements and quality initiatives
- Compile documentation and research related to rate reviews and save accounts for leadership review
- Track and report assigned monthly statistics accurately and on time
Minimum Qualifications
Education:
Associate degree or equivalent experience in administrative support, client services, payment processing, or a related field preferred
Experience:
- Minimum of 1 plus year of experience in customer service, administrative support, account services, or related roles
- Experience handling escalated client issues preferred
Required Skills & Abilities
- Strong professional phone presence and written communication skills
- Ability to triage requests, prioritize workload, and align tasks to service level objectives
- High attention to detail with accurate data entry and documentation practices
- Comfort using ticketing systems, CRM tools, shared inboxes, phone systems, and work management platforms such as Monday.com
- Basic proficiency in PowerPoint and Excel for KPI reporting and presentations
- Sound judgment in assessing urgency, impact, and escalation needs
- Client focused mindset with professionalism, empathy, and discretion
- Strong organizational skills with consistent follow through and task tracking
Competencies
Client Focus – Demonstrates courtesy, empathy, and professionalism in all client and partner interactions
Communication Skills – Clearly conveys information verbally and in writing and documents accurately
Attention to Detail – Ensures accuracy in ticket creation, documentation, and reporting
Problem Solving – Assesses issues effectively, routes appropriately, and escalates risks early
Process Orientation – Follows procedures consistently and supports continuous improvement
Organizational Skills – Manages multiple priorities while meeting deadlines and service levels
Technical Proficiency – Effectively uses ticketing, communication, and reporting tools
Team Collaboration – Works collaboratively and proactively supports team success
Adaptability – Responds effectively to changing priorities in a fast paced environment
Accountability – Takes ownership of work, follows through to completion, and maintains confidentiality
Compliance Awareness – Adheres to company policies and regulatory requirements
Physical Requirements
The physical demands described here are representative of those required to perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions
Prolonged periods sitting at a desk and working on a computer
Ability to occasionally lift up to 15 pounds
Employer reserves the right to change this job description at any time based on business needs
Salary Information