ACCOUNT SUPPORT SPECIALIST JOB DESCRIPTION

Account support breaks down when billing errors go unresolved, client records fall out of sync, and the people who should fix it lack the authority or the context to act. Short sentence there. The Account Support Specialist exists precisely to close that gap, owning the operational layer between client agreements and back-office execution within financial services environments that handle everything from deposit and loan products to licensed agent networks and portfolio-level fee billing. Working across account setup, contract interpretation, and customer issue resolution, this specialist keeps revenue operations accurate and client relationships intact. The role typically reports into operations or sales support and serves as a named point of contact for both internal teams and external clients.

As the Account Support Specialist, you translate client agreements into accurate account configurations, resolve billing and provisioning issues before they escalate, and support the sales and operations teams that depend on clean data to close and retain business. The position sits within financial services operations, collaborating daily with accounting, sales, and client service functions across a portfolio of accounts ranging from individual retail customers to institutional or agent-based relationships.

Career Impact: Hands-on ownership of contract-to-billing workflows and AUM-related reporting sharpens the back-office fluency that operations and finance teams in financial services actively recruit for at the next level.

Business Impact: When fee calculations are wrong or account provisioning stalls, client trust erodes and revenue recognition slips - this role is the function that prevents both outcomes across the managed portfolio.

Growth Opportunity: Experience spanning deposit products, agent network management, and portfolio accounting operations builds a credential set that opens pathways toward Account Manager, Operations Analyst, or Client Service Manager roles.

• Interpret client contracts and configure account setups to ensure billing terms are applied accurately from day one.
• Reconcile account and portfolio data against source records to maintain accuracy of fees, balances, and transaction history.
• Process account inquiries, maintenance requests, and provisioning tasks for deposit, loan, and investment products.
• Investigate and resolve billing, invoicing, and account setup issues before they reach the client escalation stage.
• Coordinate with sales, accounting, and operations teams to fulfill client requests and implement procedural updates.
• Monitor communication queues and documentation workflows daily to meet accuracy and turnaround requirements.
• Support quarterly billing cycles and validate period-end reporting to ensure outstanding fees are settled on time.
• Identify recurring process gaps in contract setup or back-office workflows and propose improvements to senior management.

• Bachelor's degree in Business, Finance, Accounting, or a related field, or equivalent work experience.
• 2 or more years of account support, billing operations, or financial services experience, with demonstrated back-office exposure.
• Working knowledge of billing mathematics, fee calculation, and contract interpretation within financial or insurance contexts.
• Strong analytical and organizational skills, with the ability to maintain accuracy across multiple concurrent account portfolios.
• Proven ability to build effective working relationships across sales, accounting, and client service teams.
• Clear written and verbal communication skills, including the ability to translate complex billing or product terms for clients.
• Demonstrated problem-solving capability, with a track record of resolving customer issues before escalation.

• Prior experience supporting portfolio accounting systems, custodian reconciliation, or AUM reporting in an investment operations environment.
• Familiarity with licensed agent network management, including claims processing support and rate change communications.
• Experience with proxy voting administration, corporate actions processing, or Class Action coordination.
• Exposure to CRM-based pipeline tracking and report generation in a financial services or insurance sales context.

• Billing accuracy rate, measured as percentage of fee calculations processed without correction or client dispute.
• Account setup turnaround time, tracking how quickly new accounts are fully provisioned against SLA benchmarks.
• Issue resolution rate, reflecting the share of billing and provisioning inquiries closed within the committed timeframe.
• Period-end reporting completion rate, measuring on-time delivery of month-end and quarter-end account reports.
• Client escalation frequency, counting unresolved issues that require senior intervention per rolling 30-day period.
• Typical tools: Portfolio accounting platforms (commonly Advent APX or equivalent); CRM systems (commonly Salesforce or equivalent); spreadsheet applications for fee modeling and reconciliation.

• Base Salary Range: $45,000 to $65,000 annually, depending on experience and market
• Bonus: Annual performance bonus, typically 5 to 10 percent of base salary
• Equity: Not standard for this level in financial services operations roles
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by firm
• PTO: 15 to 20 days annually, plus standard federal holidays
• Common Perks: 401(k) with employer match, tuition reimbursement, professional development stipend

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment contingent on successful completion of a background check, which may include a credit history review consistent with financial services regulatory requirements. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities upon request. Candidates must be authorized to work in the United States.

The Account Support Specialist owns contract interpretation, billing setup, and account provisioning for all Risk products, working closely with sales and internal teams, including MBS Accounting, Customer Accounting, and Pricing. This work ensures billing accuracy and resolution of customer satisfaction issues, enabling the organization to meet business requirements and maintain operational efficiency.

Key Responsibilities

• Interpret contracts to provide setup and billing support for all Risk products.
• Compile data, verify pricing, and compute fees and charges for billing purposes.
• Implement all Fulfillment-related requests following the outlined workflows and processes.
• Troubleshoot billing, invoicing, and account setup inquiries.
• Coordinate policy and procedural updates, identifying and implementing improvements with senior management.
• Identify and implement process and system improvements in contract setup, workflow, billing, and back-office support.
• Investigate and resolve customer satisfaction issues, including billing, invoicing, order processing, and account provisioning.
• Maintain required accuracy rates and turnaround times to meet business requirements.
• Work closely with sales teams and internal teams, including MBS Accounting, Customer Accounting, Back Office, IADP, Support, Pricing, and Product.

Required Qualifications

• High School diploma or equivalent experience.
• 2+ years of experience in a team environment with general business exposure.
• Prior experience in Accounting, Collections, Finance, Sales Support, Credentialing, Customer Support, or Product preferred.
• Prior experience with MBS, contracting, billing, and Risk products preferred.
• Billing and accounting mathematics experience, with the ability to quickly learn contract and pricing processes in back-office systems.
• Proficient in Outlook, Excel, and internet applications.
• Strong organizational, time management, forecasting, and analytical skills with the ability to multitask and switch focus as needed.
• Strong customer service, problem-solving, attention to detail, interpersonal, and communication skills.
• A professional demeanor and networking capability.

Embedded within a Boston-based operations team, the Account Support Specialist reconciles APX daily with custodians and produces month-end and quarter-end reports to ensure accuracy of portfolio accounting system data. Working closely with a counterpart in Edinburgh and collaborating across trading and client service teams, this specialist enables accurate AUM and performance reporting that supports the organization's operational and client service commitments.

Core Functions

• Reconcile APX daily with various custodians.
• Ensure accuracy of portfolio accounting system data, including benchmarks, prices, dividends, interest, corporate actions, and cost basis.
• Research and fulfill requests from the client service team related to portfolio transactions and reporting.
• Perform back-office tasks for account opening and closing.
• Produce month-end and quarter-end reports and validate AUM and performance reporting.
• Ensure all accounts are set up for proxy voting and collaborate with outsourced Class Action and Proxy Voting service teams.
• Perform quarterly billing processes and assist the Accounting Team in ensuring outstanding fees are paid on time.
• Download and scan custodian statements each month.
• Support operations projects.

Qualifications & Experience

• Bachelor's degree or equivalent work experience.
• 1-3 years of experience in financial services, client service, or operations.
• Experience with Advent APX, Moxy, and Revenue Center is a plus.
• Strong math, analytical, problem-solving, and decision-making skills.
• Expert in all Microsoft applications with proficiency in leveraging systems and processes for accuracy and efficiency.
• Excellent organizational skills with the ability to multitask concurrently with superior attention to detail.
• Strong time management, prioritization, and self-motivated learning abilities.
• Ability to build strong working relationships across trading, client service, and broader organization teams.

Reporting to management, the Account Support Specialist handles inbound customer repair requests across phone, portal, email, and network monitoring tools while serving as a subject matter expert in areas such as Wi-Fi, Router, or Voice. Partnering with local exchange carriers, field technicians, and internal partners, this specialist resolves managed services issues and supports the organization in delivering consistent, high-quality digital experiences to customers, including high-profile accounts.

Primary Duties

• Serve as a subject matter expert in an area such as Wi-Fi, Router, or Voice.
• Handle inbound customer repair requests via phone, portal, email, and network monitoring tools.
• Manage ticket queues and document all interactions within ticketing systems.
• Troubleshoot and repair managed services customer problems using available tools and resources.
• Interface with local exchange carriers, field technicians, and internal partners to resolve customer issues.
• Provide all customer communications, including status updates and inbound ACD calls.
• Identify chronic customer access issues, report deficiencies, and share best practices with management.
• Achieve consistent performance standards and support high-profile customers with minimal assistance.
• Demonstrate processes to newly hired Techs and present subject matter expertise to individuals or small groups.
• Provide intermediate backup support for the installation team.

Skills & Qualifications

• Proficient in supporting all Managed Services offerings with minimal troubleshooting assistance.
• Sufficient specialized knowledge acquired to support high-profile customers.
• Strong troubleshooting, problem-solving, and technical advocacy skills across digital tools and services.
• Ability to demonstrate procedures to new hires and present to individuals or small groups.
• Strong customer-first mindset with commitment to delivering seamless digital experiences.
• Collaborative team player open to new ideas and active participation in feedback systems such as Net Promoter.
• Respectful of inclusion and diversity with sound professional judgment and integrity.
• Flexible availability, including nights, weekends, variable schedules, and overtime as needed.

Sitting at the intersection of hospitality operations and IT support, the Account Support Specialist manages customer escalations, prepares incident reports, and liaises with Sustaining Engineering, Development, and Product teams to identify and resolve root causes of major incidents. Operating across global L2 and SE teams while reporting to the line manager on strategic departmental goals, this specialist strengthens product supportability and expands the Oracle Knowledgebase to reduce incident recurrence.

Duties

• Provide rotational on-call support to manage critical incidents outside office hours.
• Adhere to Global L2 Support standards and ensure 1st line support follows published guidelines.
• Identify, report, and resolve root causes of major incidents to prevent recurrence.
• Prepare incident reports and liaise with Sustaining Engineering, Development, and Product teams.
• Manage customer escalations with global L2 and SE teams to develop and implement sustainable solutions.
• Participate in enhancing product supportability and actively build the Oracle Knowledgebase.
• Participate in cross-division training programs to strengthen OPERA knowledge across L1 and L2 teams.
• Report to the line manager on strategic departmental goals aligned with company objectives.
• Keep up to date with new releases and functionality.

Experience & Qualifications

• Strong knowledge of the hospitality and IT industry.
• Strong experience in issue resolution, prioritization, customer management, and technical account management.
• Experience tracking customer issues through to resolution and providing regular status reports.
• Good knowledge of XML and SQL.
• Excellent general IT skills with strong knowledge of current technologies.
• Experience with Linux and Microsoft desktop and server operating systems.
• Excellent diagnostic and documentation skills when reproducing and reporting issues and defects.
• Proven communication and presentation skills through prior interaction with customers and peers.
• Experience offering solutions and driving process improvements.

A key member of the customer support team, the Account Support Specialist guides Tesla owners through lease returns, buyouts, early terminations, and arrears outreach while managing a pipeline of inbound and outbound tasks. Collaborating across sales, delivery, service, finance, and the Digital Product team, this specialist enables a high level of customer service and supports improvements to customer self-service resources.

Functions

• Guide Tesla owners through their ownership experience, including lease returns, buyouts, early terminations, and ad hoc requests.
• Answer emails and telephone calls to ensure customers receive a high level of service.
• Coordinate with sales, delivery, service, finance, and internal teams to resolve customer queries and build supporting processes.
• Manage a pipeline of inbound and outbound tasks, including arrears outreach, complaints handling, and outreach campaigns.
• Contribute to customer-facing resources and collaborate with the Digital Product team to improve customer self-service.
• Assist with special projects as needed.

Requirements

• At least 1 year of customer-facing experience with a strong awareness of appropriate customer support behavior.
• Strong written and verbal communication skills with the ability to interact effectively at all levels of management.
• High level of integrity and accountability.
• Ability to work independently with superior attention to detail.
• Comfortable working in a fast-paced environment with flexibility for overtime, weekends, and holidays.
• Fluent in English and German.

Seamless execution of Business Development initiatives depends on the Account Support Specialist, who creates tools, processes, and procedures to drive uniformity, serves as an escalation point for customer service issues, and supports Market Basket preparation and new customer implementation. Based within a cross-functional environment and collaborating with internal teams across sales support, supply chain, and operations, this specialist ensures data integrity through standard and ad hoc reporting and enables efficient delivery of promotions, rollouts, and product changes.

Accountabilities

• Direct and inform internal teams on all Business Development efforts.
• Create and implement tools, processes, and procedures to drive Business Development uniformity and efficiency.
• Review internal initiatives from a customer perspective to ensure proper execution.
• Serve as an escalation point for customer service issues beyond the Business Developer's capacity.
• Resolve issues for Business Development teams, including general inquiries, service, and product matters.
• Support Market Basket preparation, profitability evaluation, and new customer implementation.
• Organize internal communications for key projects, including rollouts, promotions, limited-time offers, and product changes.
• Execute proprietary product tasks, including new vendor setup, new item setup, and logistics coordination.
• Create standard and ad hoc reports using the Data Warehouse and analyze them for data integrity.

Position Requirements

• 5+ years of experience in Sales Support, Supply Chain, or equivalent combination of education and training.
• Strong knowledge of business development processes, customer service escalation, and supply chain operations.
• Advanced proficiency in Microsoft Office or Google Suite.
• Strong problem-solving skills with the ability to develop solutions to complex business issues while balancing customer and business needs.
• Highly motivated self-starter with strong attention to detail and accuracy in a fast-paced environment.
• Excellent organizational and multitasking skills with the ability to work independently or within a team.
• Natural customer service orientation with a strong focus on serving internal and external customers.

As the Account Support Specialist, this role serves as the first point of contact for clients via telephone, email, and online chat, applying accounting knowledge to understand enquiries and support clients with upskilling and training for free trials and subscriptions. The client support department relies on this work to proactively identify additional support needs, assist prospects with product information, and collaborate with internal teams on product improvements that strengthen both service quality and client retention.

Key Deliverables

• Serve as the first point of contact for clients via telephone, email, and online chat.
• Use accounting knowledge to fully understand client enquiries and gather relevant information.
• Support clients with upskilling and training for free trials and subscriptions requiring additional help.
• Proactively contact customers to identify and address additional support needs.
• Assist genuinely interested prospects with product information to support their decision-making.
• Collaborate with internal departments to improve products, services, and test new features or upgrades.

Education & Experience

• Accounting qualification, such as an Accounting Degree, AAT, CIMA, or ACCA.
• Strong background in customer service.
• Highly computer literate with a willingness to learn and develop further.
• Ability to explain complex concepts clearly via telephone or email.
• Strong problem-solving skills with a mature, positive, and creative outlook.
• Excellent communication and interpersonal skills with a genuine passion for supporting clients.
• Collaborative team player who thrives in a friendly and supportive environment.

Account Support Specialist manages account data in Salesforce and generates reports and dashboards for the Account Management Team, Finance Team, AM Team Lead, and CCO to ensure client needs are met across a portfolio of media and technology companies. The work directly supports the organization's content distribution and monetization operations by maintaining long-term client relationships and producing newsletters, email correspondence, and other client-facing materials.

Day-to-Day Responsibilities

• Manage account data in Salesforce.
• Generate reports and dashboards in Salesforce for the Account Management Team, Finance Team, AM Team Lead, and CCO.
• Qualify account relationships and nurture multiple accounts simultaneously to ensure client needs are met.
• Establish and maintain long-term relationships with new and existing clients.
• Create various content, including newsletters, email correspondence, and other materials as needed.

Professional Experience

• Salesforce experience.
• Experience in content creation and report generation.
• Experience in a customer-facing role is a plus.
• Enthusiasm for technology with motivation and drive to advance in the industry.
• Detail-oriented, resourceful, and self-motivated with strong initiative and composure under pressure.
• Outstanding written and spoken English with excellent communication and presentation skills.

The Account Support Specialist owns customer engagement across email and phone, processes account inquiries and maintenance for deposit and loan products, and identifies sales opportunities by promoting products and services to achieve branch goals. This specialist reports into retail operations and collaborates with retail departments to fulfill financial opportunities, ensuring accurate documentation and daily monitoring of communication queues that enable the bank to deliver consistent service and meet growth targets.

Role Responsibilities

• Engage with customers to foster ongoing relationships across all platforms, including email and phone.
• Process account inquiries, account maintenance, and support for deposit and loan products.
• Complete necessary documentation and route to appropriate parties.
• Update bank systems and monitor communication queues daily.
• Identify and pursue sales opportunities by promoting products and services to achieve goals.
• Collaborate with retail departments to fulfill identified financial opportunities.

Background & Experience

• High school diploma or equivalent required.
• 2+ years of customer service experience and 1+ years of sales experience required; 1+ years of bank experience preferred.
• Must successfully pass a credit check.
• Proficiency with large server-based applications and Microsoft Office products.
• Strong attention to detail with exemplary customer service and problem resolution skills.
• Confident and articulate communicator with strong initiative, work ethic, and commitment to continuous development.

Embedded within a district sales structure, the Account Support Specialist makes a high volume of sales calls to life and health agents and generates Small Group new business proposals to build and sustain a network of licensed producers. Working closely with the District Manager and utilizing an internal CRM system to record sales calls, quotes, and recruited agents, this specialist advances new business volume and enables agents to retain existing clients through targeted selling strategies and timely product communications.

What You'll Do

• Make a high volume of sales calls to targeted life and health agents.
• Prospect and generate Small Group new business proposals for the agent network.
• Evaluate agent performance and continually recruit agents from referrals, references, and industry listings.
• Guide agents on selling strategies to obtain new business and retain existing clients.
• Manage agent relationships regarding claims processing, underwriting, rate increases, and company decisions.
• Provide timely communication to agents on product offerings, network changes, rate changes, and plan designs.
• Work with the District Manager to resolve complex issues such as competitive rate research and client requirement clarification.
• Utilize the internal CRM system to validate and record sales calls, quotes, and recruited agents.

Knowledge, Skills & Abilities

• Bachelor's degree or equivalent combination of education, training, and work experience.
• 2+ years of sales experience, including high-volume phone sales and experience working with insurance producers.
• Creative thinking and problem-solving skills with the ability to adapt quickly to new situations.
• Strong organizational and time management skills with the ability to work under pressure and meet deadlines.
• High degree of initiative, mature judgment, and self-motivation with the ability to keep confidential information secured.
• Excellent verbal, written, and interpersonal communication skills with the ability to build relationships at all organizational levels.
• Willingness and ability to travel.