Blackstone Valley Prep Mayoral Academy · 3 weeks ago
Client Support Analyst
Harrisburg, PA
Full-time
Hybrid
Entry, Mid Level
$47K/yr - $47K/yr
2+ years expBlackstone Valley Prep Mayoral Academy is a nonprofit student aid organization dedicated to providing affordable access to higher education. The Client Support Analyst role involves supporting Client Relations with complex accounts, processing, and data-related inquiries while performing quarterly LaRS submissions and ensuring efficient day-to-day processes.
Education Management
Responsibilities
Preparation and setup of client financial reports, major deliverables, and other materials including Asset Management Reporting (AMR) and Management Reporting (MR) files including for third-party clients and as needed, transmission of files to clients
Verify ending / beginning balance on AMR are same and research where there are differences
Research and respond to client questions related to data reported in AMR and MR files and escalate issues when necessary
Respond to various client questions on student loan portfolio including audit confirmations
Provide training to clients and internal staff, when required, on AMR
Provide support to remote clients as needed on End of Month processes
Support audit inquiries related to LaRS and end of month AMR reporting
Support client testing, as required, for reporting
Assist with remediation projects as needed
Collaborate with client relations management and business unit(s) on escalated issues to ensure proper and timely resolution
Assist the Client Relationship and Business Support Manager with management of third-party clients, including responding to client inquires
Provide knowledgeable support to include a range of systems, processes, and support products that best meet the customer/business needs
Submission of Data Transmission Requests and researching transmission issues as needed
Provides standard adhoc reporting support as business needs dictate
Provide support and back up as needed to the Client Support Analyst (i.e. Automated Loan Sales)
Perform accurate and timely filing of the quarterly LaRS Report for servicing clients
Responsible for the timely transmission of LaRS reporting for remote clients
Complete specialized adjustments to the LaRS process as needed
Monitor LaRS idem records to ensure the COMPASS system creates correct reporting
Run system detail for LaRS reporting for internal departments, external auditors, and commercial servicing clients
Analyze LaRS error reports generated for quality assurance to determine if discrepancies exist and identify where errors are generated
Provide technical support to effectively resolve internal and client issues relating to the LaRS process
Perform testing and research for system changes to LaRS reports
Provide support and assistance to internal departments regarding financial and operational audits relating to LaRS reporting
Create and maintain required documentation
Support client relationship manager by investigating and providing recommendations for repetitive errors across multiple accounts, schools, and/or systems/tasks/interface, based on day-to-day activity
Serve as liaison between clients, Remote clients, business units, and management staff
Work with management with recurring processing problems and issues identified
Primary LaRS/EOM advocate for all COMPASS Commercial Servicing issues and submit system change requests and gather requirements as needed
Support outstanding system change requests; monitor progress and communicate to management; and test change requests to ensure any impacts to the business unit are identified and corrected prior to production
Support documentation of department’s procedures and testing of controls including working with other departments as required
Participate in discussions pertaining to process improvements and operational issues
Maintain knowledge of all applicable laws and regulations
Comply with the Agency’s enterprise security and privacy policies and departmental procedures
Provide recommendations for improving the work team or department's performance, efficiency or workflow
Other duties as assigned
Qualification
Required
Bachelor's degree and at least two years with progressively complex customer focused work in a Student Loan environment or any equivalent combination of experience, training, and/or certification(s)
Strong communication skills; both written and verbal
Proven attentive listening skills
Demonstrated analytical skills
Effective time management organization and prioritizing ability
Balanced interpersonal skills - good established networks, at the same time delivering information in a timely manner
Solid in Microsoft Office, particularly Excel
Knowledge of SQL to run basic queries in AQT or SAS
Familiarity with SAFe and/or other Agile Software Development methodologies and tools
Ability to understand the perspective of the customer and offer workable solutions or temporary workarounds
Strong troubleshooting and problem-solving skills
Ability to field and respond to calls, emails and written correspondence of an escalated nature
Ability to promote and support a consistent, professional, customer focus
Ability to exercise judgment and discretion in applying and interpreting regulations, guidelines and procedures
Ability to prioritize assignments and work independently under limited supervision
Ability to work effectively in a team environment
Strong sense of initiative
Preferred
Basic accounting knowledge
Company
Blackstone Valley Prep Mayoral Academy
Blackstone Valley Prep (BVP) is an intentionally diverse network of tuition-free public schools chartered by the Rhode Island Department of Education.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Sarah Anderson
CEO & Superintendent
Michael Magee
Co-founder
Company data provided by crunchbase