Group Account Support Specialist II

Job Summary:Under moderate supervision, the Group Account Support Specialist II manages the relationship of new and existing groups and associates. The Group Account Support Specialist II is accountable for customer satisfaction and quality execution of stated tasks throughout the process. Work will be observed and reviewed both during performance upon completion, and changes in procedures or exceptions to rules are explained in detail as they arise.

Responsibilities:

Scope of the Role 

The Group Account Support Specialist II is responsible for completing tactile tasks and completing assigned work duties that help drive the success of the organization.   

The Group Account Support Specialist II will have the ability to communicate effectively, collaborate with internal and external contacts, meet deadlines, organization and time management, and the ability to maintain autonomy while working on projects and duties. As breadth of knowledge increases with experience, the Group Account Support Specialist II may become eligible to transition to the next level of Group Account Support Specialist III. 

Performance Outcomes 

Administrative Account Management 

• Review and maintain LegalShield Group Accounts  
• Review enrollment, payment history, and billing invoices to provide support to LegalShield groups, Associates, and group members 
• Review various reports to ensure group accounts are up to date 
• Handle inquiries received by phone, fax, email, or mail 
• Should be able to handle sensitive group accounts and be able to prioritize 
• Provide support to internal departments regarding group inquiries 
• Manage reports that require more in-depth research 
• Manage accounts and projects that require a deeper knowledge of processes and procedures 

• Assist with answering questions in teams for newer employees 

Customer Support 

• Understand customer demands and expectations and meet these in a timely manner, always addressing any challenges or concerns the customer or associate may have regarding group business  
• Answer incoming calls, make outgoing calls to investigate and correct errors  
• Other duties as assigned by leadership   

Education, Knowledge, and Experience 

• Must be comfortable working onsite Monday through Friday from 10:00 AM to 7:00 PM at our Ada, OK headquarters
• Exceeded performance expectation as Account Manager I OR Minimum of 5 years’ experience in a customer service role with call center experience  
• High school Degree Required  
• Familiar with accounting, billing, and payment type processes 
• Knowledgeable in Word, Excel, and PowerPoint 
• Good typing and 10-key skills, Required 
• Good written and verbal communication 
• Good phone and presentation skills 
• Effectively interact with users, peers, managers, and vendors 
• Requires an ability to handle multiple deadlines, provide a detailed-oriented, analytical, and organized approach to daily duties and relationship building with a high degree of confidentiality.  
• Requires an individual with a positive professional attitude who can work as a part of a team or individually. 

• Requires the ability to work under pressure and quickly adapt to change 
• Requires a self-starter with a high level of initiative and problem-solving mindset. 

FLSA Status 

This is a non-exempt position. 

Physical Requirements/ Work Environment  

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The duties of this position are performed in a professional office environment. Employee routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to sit, stand, talk and hear. Employee can work at the computer or other sedentary tasks for extended periods. Employee can conduct duties discreetly and impartially. Employee has regular and predictable attendance and punctuality with the ability to work on critical business days as deemed necessary, including some evenings and weekends to ensure all business is processed. Travel is not required for this position. 

Additional Information:Location:Ada

Department:9340 Business Solutions Sales Operations

Time Type:Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class.  We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: [email protected].