Account services specialist job description

IXL Learning, a leading edtech company with products used by 13 million students worldwide, is seeking an upbeat, customer-focused, and analytical individual to join our Account Services team in Raleigh, NC. At IXL we are focused on providing the best customer service possible, ensuring our customers have success using our software applications.

In this role, you will use your communication and technical skills to effectively onboard and maintain student and teacher accounts as well as rosters within our large school and district-wide accounts. You will work closely with our account managers and educational sales consultants to provide excellent customer service throughout the customer lifecycle. The ideal candidate will have a passion for K-12 education, account management, client satisfaction, and experience working with technology. This person must be well-organized, flexible, and extremely personable.

This is a full time position in our Raleigh, NC office with a hybrid work schedule.
WHAT YOU'LL BE DOING

* Provide ongoing support to customers via phone and email to ensure successful onboarding, customer engagement, and success with IXL
* Work directly with district-level administrators and technology directors to ensure that schools have the tools, contacts, and information they need to successfully adopt IXL
* Collaborate with the customer teams, sales, engineering, and product design teams on continued initiatives to develop and improve IXL's products and services
* Provide a positive customer experience through every interaction
* Maintain and manage all customer accounts in your assigned territory
* Collaborate with the Account Management team in analyzing data to ensure customer engagement and license utilization

WHAT WE'RE LOOKING FOR

* BA/BS degree
* 1+ years in a customer or technical support role; experience in education or educational technology a plus
* Strong written and verbal communication skills
* Excellent analytical, diagnostic, and troubleshooting skills
* Ability to prioritize tasks and work efficiently
* Energetic and positive person who works well both independently and in a collaborative group setting
* Detail-oriented and exceptionally organized
* Quick learner who demonstrates initiative
* Proficient in Microsoft Excel

#li-hybrid

is hiring for an Account Services Specialist to contribute to our Library Services (ILS) team in LaVergne, TN just outside Nashville. We offer a hybrid schedule for a mix of in office and remote work.

In this role, you will perform and coordinate all aspects of the ongoing and daily activities associated with any ILS Customer, Custom Cataloging Customers and Opening Day Collections - including setup, integration, testing and ongoing support.
You love supporting one library, but what if you could support thousands?

At Ingram, our Library Services teams curate titles and services for a wide range of libraries from small and rural libraries to multi-branch urban library systems. We focus on providing exceptional support to our library customers by improving workflows and processes with content, shelf-ready services, collection development and analytics -- all while developing and maintaining everlasting relationships with our clients. Our teams collaborate and innovate with a variety of skilled professionals and manage projects with quality and profitability in mind.

The world is reading, and it is our goal to connect as many people to the content they want in the simplest ways. If you share that passion and are seeking an opportunity with a fast paced, customer-centric company offering a competitive salary and benefits, we can't wait to meet you!

Required Qualifications:

HS Diploma or GED

4 years minimum experience in customer/ client services

Preferred Skills:

Experience using MS Excel and Word

Experience with library services

Key Responsibilities:

Tracks and monitors daily progress on all active library Custom Cataloging integrations/projects and identifies potential problems.

Establishes new SL accounts in the mainframe system.

Maintains and updates all ILS accounts as requested by customer or internal stateholders.

Ensures accuracy of cataloging and processing set-up through use of quality control test orders and buddy-check guidelines.

Provides ongoing internal support, follow-up, and information to ILS Sales team, customer service, bids and contracts, and collection development via the shared email box, inbound rotary phone extension and/or Salesforce.

Ensures incoming customer calls are answered in a timely manner and responds to incoming customer emails within 24-48 hours.

Responsible for reordering all library-supplied processing components per DC request, logging requests, and sending supplies to the appropriate DCs after receipt.

Manages applicable Opening Day Collection projects by working proactively with the customer and other internal stakeholders - while insuring project timeline is met.

Responsible for setting up BookMARC profiles for assigned projects/customers per their specifications

Maintains and tracks all projects, providing frequent updates in the customer and/or case record in Salesforce (CRM).

Works with other ICG departments to ensure order accuracy, customer satisfaction and that key project deliverables are met.

Schedules customer conference calls, involving all appropriate departments to ensure a high level of customer satisfaction.

Creates and assembles customized customer packets, including appropriate processing and cataloging samples as needed.

Receives orders from customers and manages workflow and throughput via ongoing order releases for projects and integration testing to be sure customer orders are entered and confirmed.

Performs detailed testing of new projects to insure setup accuracy and customer satisfaction

Coordinates all aspects of new “Ship To” accounts, including adding processing and cataloging requirements, creating and sending processing profiles to the DCs and ordering library-supplied processing components.

The position of Deposit Account Services Specialist requires knowledge of our core system, our deposit products, business analysis and dynamic options, Compliance and IRS and State of NC regulations pertaining to escheat, B and C notices and NRA's. Also required is the ability to balance internal bank accounts; General Ledger accounts, FRB and BOA (correspondent bank) accounts and understand CDARS and ICS accounts. File maintaining accounts for set up or correction of customer accounts as necessary or by request from the branch; Areas of concentration: Deposit accounts; Cash letter adjustments, Charged off accounts and recoveries; State and Federal withholding; IRA Contributions and Distributions. HSA accounts, Qwickrates, CDARS and Brokerage accounts. Keep up with regulations and compliance issues for Deposit accounts. Attend training as requested, Test new release information and assist with conversions.
ESSENTIAL FUNCTIONS

* Receive all new and revised deposit account signature cards, DDA, Savings and CD. Review all Health Savings and IRA paperwork for accuracy, compliance etc.
* Process contact notes and/or email from Branches and Customer service. Assist in correcting account errors and update accounts ex dormant accounts; return mail, closed and charged off accounts etc.
* Process Cash Letter adjustments/corrections on customer deposits & paid items.
* Assist Cash Management, Business Support and Branches with questions involving Business Accounts, Account Analysis and Dynamic Transfers.
* Reconcile Bank of America (BOA), Federal Reserve Bank (FRB), and PCBB statements daily. Prepare FRB Currency adjustments, BOA Foreign Item Adjustment and Viewpointe adjustments.
* FDIC Totals for Finance Dept/Prepare FR 2900 Report.
* Reconcile and process adjustments for Internal DDA accounts (IRA, CD, OC, Holiday Club). Review stale-dated Official, CD and IRA checks for Operational Risk Department.
* Balance ACH Origination and Received files daily.
* Process Unposted Items for Certificate of Deposits, Safe Deposit Boxes, General Ledger and IRA's.
* Process Return Mail.
* Remit IOLTA to NC and SC Bar Associations.
* Assist Branch and Branch Support with customer questions regarding IRA and Health Savings account transactions, compliance, eligibility etc. Review and process transaction requests for IRA accounts.
* Review daily Charged Off accounts and report to Chexsystems per procedures. Manually charge off Fed Benefit negative balance accounts.
* Report daily Charge off Recoveries to Chex Systems and credit amounts recovered by Chexsystems to the charged off accounts.
* Open and monitor special accounts ex: Qwickrate CD's, ICS & CDARS accounts. Balance the GL's to the Promontory Reports in the Promontory Portal. Assist customers with questions.
* Balances GL Settlement and Recon for numerous GL accounts including: CD/IRA/SV& DDA Overdraft, Intransit and SDB; Cash in Transit; Cash Over/Cash Short; Check Deposits in Transit GL, GL Out of balance acct, ATM GL, Cash General Ledgers, Unposted GL Items.
* Reg D Exceptions. Mail customer correspondence and/or change account type with 4th letter.
* Daily settlement of Direct Exchange (Viewpointe).
* Process IRS Levies and Garnishments. Hold funds in account, inform customer, branch and remit payment per instructions.
* Review and process Indemnifying Agreements for accuracy and completeness.
* Annually send Escheat letters for all deposit accounts, bank checks and safe deposit box contents that are scheduled for escheatment. Report and remit to NC State Treasurer annually in October.
* View daily/monthly reports for exceptions and error; research and correct.
* Monthly review the Preneed Burial reports, make corrections and send report to funeral homes.
* Research customers/accounts listed on the annual IRS B&C notices and IRS Penalty letters to determine incorrect reporting and/or generate letters to customers informing them of required back up withholding. Begin backup withholding per IRS regulations.
* Begin back up withholding on expired W-8s in January.
* Assist in testing the GUI (core) system for annual releases and updates.
* Assist in merger and acquisitions through testing and post-merger review. Upon request attend merger meetings and/or be available to visit acquired bank prior to merger to view account set up etc.
* Assist Branch Support, Business Support, Branches and Customer Service on a variety of areas involving deposit accounts with customer inquiries, system options and valid values in BCR records.
* Review and update Deposit Account procedures consistent with product changes as directed by Executive Management.
* Completes annual compliance courses.
* Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
* Adheres to all levels of our Service Excellence standards.
* Performs other duties as required.

GENERAL QUALIFICATIONS

Knowledge & Experience: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. Individual abilities may result in some deviation from these guidelines.

* High school diploma or general education degree (GED); or the equivalent combination of education and experience.
* Work related experience should consist of duties in a business environment.
* Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
* Intermediate knowledge of Bank operations and other Bank operational policies and procedures.
* Excellent organizational and time management skills - ability to work with minimal supervision.
* Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheet and specialty software programs.
* Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct personnel.

Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration. A valid driver's license is required. Must have the ability to stand, walk, sit and use hands and fingers. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. The environment is a professional office with standard office equipment.

Cognitive Requirements: Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations' environment. Must be able to pay close attention to detail and be able to work as a member of a team. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations' situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.