Accounts Receivable Customer Support Rep., Charleston

Contractor Support Services for Accounts Receivable Branch

The Bureau of the Comptroller and Global Financial Services Charleston (CGFS), Department of State (DoS), requires contractor support services within the Accounts Receivable Branch (ARB). ARB manages and collects debts owed to the Department of State, including repatriation loans, evacuation loans, passport NSF debts, employee-related debts, and other receivables.This position supports both ARB customer service operations and administrative/operational support functions. Duties are split between providing phone support to debtors and supporting internal ARB administrative and financial processing activities. Responsibilities include: Answer incoming calls to the ARB customer service line and respond to debtor inquiries professionally and courteously.Transfer callers to appropriate portfolio managers or ARB personnel as needed. Support daily customer service coverage during core business hours. Process payments for repatriation loans and passport NSF debts in accordance with established procedures. Research customer accounts across financial and imaging systems to assist with inquiries, payment issues, and account updates.Review and prepare refund requests and track refund activity through completion. Support administrative processing related to debtor correspondence, returned mail, and account updates. Assist with preparation and routing of decision memorandums and administrative correspondence. Manage and route emails received through the ARB administrative inbox.Print and distribute bills and notices in accordance with ARB schedules and procedures. Scan and upload documents into the AR document imaging system for processing and records retention. Provide backup support for Passport NSF processing and other ARB operational functions as trained. Provide backup support for lockbox processing activities as needed.Support maintenance and review of Quality Work Instructions (QWIs), reference documents, and forms. Perform miscellaneous administrative and operational duties as required to support ARB mission needs. Work Schedule Standard 8-hour shift scheduled between 7:30 AM and 6:00 PM. Work schedules include a non-compensated 30, 45, or 60 minute meal period, based on operational needs and supervisory approval.Employees are expected to adhere to their approved schedule to support office coverage and accurate timekeeping. Additional hours may be required with Assistant Program Manager and DoS approval. 100% on-site position. Software Systems Utilized Accounting Systems: GFMS and RFMS Reporting Database: Global Business IntelligenceDocument Storage: Document Imaging system Office: Microsoft Office Collection Research: LexisNexis