[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