Haynes Inc. an experienced long-term government contractor, is searching for a  Customer Support Representative for AR Branch to serve our client, the Department of State (DOS) in beautiful Charleston, SC. To be considered for this job, the candidate must be able to obtain a security Secret Clearance, or already possess one. A Secret Clearance will open a lot of other doors for your career with the Government, including the possibility of being hired directly. This is a full-time job with a starting salary range of $50,500 - 51,800, PLUS generous benefits package (outlined below)

About Haynes, Inc.
Haynes Inc, continues to partner with Department of State (DoS) in Charleston, SC. Our 80+ employees. support the DoS Comptroller and Global Financial Services (CGFS) Center in the areas of: Global Compensation, Information Systems Security (ISSO), and Global Financial Operations. We serve the U.S. Foreign Service, Department of State Civil Service, Foreign Service Retirees, Embassies, and Overseas U.S. Agencies reaching 180 countries and 140 currencies. Haynes, Inc. provides services in: Accounting, Administration, Budget, Travel, Vouchering, Accounts Receivables, Reconciliation, Systems Analysis, Information Systems, Computer Security, Payroll and Compensation, Treasury, Payroll Customer Service, Training, Audits, and Paralegal Analysis.

Haynes, Inc. provides our employee family a robust benefits package including: 11 paid Federal holidays, generous Employer Match on your 401k, Paid Time Off, Medical/Dental/Vision Insurance, Flexible Spending Accounts, Life Insurance, Disability, Tuition Reimbursement, free Professional Development & Training Program with 9000+ courses, and more! We thrive on providing a good work/life balance and in creating an inclusive culture where employees feel valued, appreciated, and are rewarded for top performance!

Department Overview
The Bureau of the Comptroller and Global Financial Services Charleston (CGFS), Department of State (DoS) has a requirement for a Customer Support Representative for the Accounts Receivable Branch (ARB).  

Minimum Requirements:

•  A four-year degree from an accredited college or university is required, or 
  • 2 years of college + 2 years of experience relative to the specific position, or  
• 4 years of experience relevant to the specific position 
• Requires basic knowledge and understanding of established and standardized bookkeeping and accounting procedures and techniques used in an accounting system, or a segment of an accounting system, where there are few variations in the types of transactions handled. 

• Experience supporting customer service operations, including answering phones, responding to inquiries, and routing customers appropriately.
• Experience handling financial or payment-related transactions with accuracy and discretion.
• Ability to track, reconcile, and follow up on financial actions such as refunds, correspondence, or account updates.
• Knowledge of basic accounting principles and ability to learn automated financial systems.
• Strong organizational, oral, and written communication skills with English
• Conversational Spanish is highly preferred and will be tested in the interview.  

• The candidate should be a team-player with a positive attitude and possess technology savviness and ability to catch on quickly
• Ability to obtain in-depth functional knowledge of ARB operations and customer service workflows.
• Ability to learn Department of State financial policies and procedures, including relevant FAM and FAH guidance.
• Strong customer service skills with the ability to remain professional and composed during high call volumes.
• Escalate issues to the Supervisor and Manager as appropriate after all other avenues have been exhausted.
• Attention to detail, critical thinking, and out-of-the-box thinking is encouraged, ability to work and mold to an ever-changing environment is a must.
• Perform extensive research and analysis of accounts in all financial/imaging systems when dealing with customers over the phone
• Technology aptitude, including proficiency with Microsoft Office and ability to learn systems such as GFMS, RFMS, and Avaya.
• Ability to multitask and prioritize during periods of high workload.
• Attention to detail, accountability, and reliability in completing time-sensitive tasks.
• Ability to escalate issues to supervisors or managers when appropriate.
• Team-oriented mindset and willingness to serve as backup support for critical functions. 

• Answer incoming calls to the ARB customer service line, respond to debtor inquiries, process payments when applicable, and transfer callers to portfolio managers as needed.
• Serve as lead support for ARB customer service operations to ensure consistent coverage during core business hours.
• Take credit card information and process payments for repatriation loans and passport NSF debts in accordance with established procedures.
•  Review and prepare refund requests and submit correspondence to Vendor Management; track refund issuance to completion.
• Support large-scale refund initiatives, including COVID evacuation overbill refunds.
• Escalate issues to the Supervisor and Manager as appropriate after all other avenues have been exhausted.
•  Attention to detail, critical thinking, and out-of-the-box thinking is encouraged, ability to work and mold to an ever-changing environment is a must
•  Perform extensive research and analysis of accounts in all financial/imaging systems when dealing with customers over the phone
• Review returned mail and submit vendor code and address update requests to ensure accurate billing and correspondence delivery.
• Provide backup support for the Passport NSF (PNSF) portfolio, including review, approval, logging of new debts, and payment posting as trained.
• Manage the ARB administrative email inbox, including routing correspondence, forwarding decision memorandums, and preparing mailings as requested by portfolio managers.
• Track administrative review and decision emails from the Comptroller’s Office and support issuance of 30-day notices as required.
• Print and distribute bills and dunning notices daily in accordance with ARB schedules.
• Scan and image documents into AR DIS for current processing and official records retention.
• Serve as backup for lockbox processing as needed.
• Support ISO 9001 requirements by reviewing and maintaining Quality Work Instructions (QWIs), Reference Documents (RDs), and Forms to ensure alignment with CGFS policy and business processes.
• Perform other miscellaneous administrative and operational duties as required to support ARB mission needs.

Security Clearance Requirement

All contractors supporting this Department must be able to either possess or obtain a security clearance of Secret. Important note to consider: A Secret Clearance will open a lot of other doors for your career in the Government to include possibilities of being hired directly.

Work Schedule

To be hired, the candidate must reside in the state of South Carolina. This position supports a government contract and is subject to the government agency rules and management. Standard 8-hour shift between 7:00 AM and 6:00 PM with a 45-minute non-compensated break. Performance under this task order may require work more than the normal forty-hour work week to in clude weekends as the workload requires it. Work performed more than 40 hours may be scheduled or unscheduled work and must be authorized by your Program Manager and DoS Management.

Haynes, Inc is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment because of race, color, religion, gender, national origin, age, marital status, disability, veteran status, sexual orientation, or other protected status in any of the terms or conditions of employment.