[Remote] Support Specialist – Bilingual (English/Spanish), Remote USA
Note: The job is a remote job and is open to candidates in USA. LexisNexis Risk Solutions is a key partner in risk assessment, providing solutions to enhance revenue growth and customer experience. The Support Specialist will serve as a liaison for financial institutions and government agencies, managing inquiries and training personnel on system functionalities while driving operational excellence.
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
Skills
- Fluent in both English and Spanish (written and verbal). A Spanish language assessment will be administered
- High school diploma required
- Minimum of 50 words per minute typing speed
- Proficient in Microsoft Excel, Word, and Outlook; comfortable navigating PC environments and web-based applications
- Exceptional verbal and written communication skills; ability to manage competing priorities in a fast-paced setting
- Strong organizational skills with keen attention to detail
- Dependable, self-driven, and capable of working independently and collaboratively
- Demonstrated ability to perform under pressure and meet deadlines
- 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
- College degree preferred
Company Overview