Support Services Executive Job Tulsa area,Oklahoma USA,Customer Service/HelpDesk

Support Services Executive

FMS Inc. is seeking a seasoned, empathetic Support Services Executive to join our team. In this role, you will function as a brand ambassador, resolving complex customer issues with professionalism while driving satisfaction and retention. You will manage high-volume inquiries, maintain detailed records, and provide expert industry knowledge to enhance the overall customer experience.

Job Duties and Responsibilities:

Respond promptly and professionally to client inquiries via phone and email.

Resolve complex client/debtor complaints and issues, taking ownership from initial contact to resolution.

Maintain detailed and accurate records of client and debtor interactions, transactions, and comments in the system of record.

Maintain in-depth knowledge of industry products, services, and company policies to provide accurate information.

Identify trends in client or debtor inquiries and provide actionable feedback to management to improve processes.

Manage, troubleshoot, and escalate complex, high-priority issues to appropriate departments.

Identify opportunities to improve the client experience and go the extra mile to build loyalty.

Utilize Microsoft Office Suite (Outlook, Excel, Word) for communication and documentation.

Access and navigate client portals to retrieve or input necessary account data.

Review and analyze accounts within the FMS collection system to ensure proper account handling and disposition.

Accurately document account notes, disposition codes, and relevant data fields to maintain up-to-date and audit-ready account records.

Adhere to all applicable laws and guidelines, including the Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), HIPAA, and other federal and state regulations.

Collaborate with internal departments to support overall collection efforts and operational efficiency.

Perform additional administrative or office-related duties as assigned by the Director, Client, and Support Services.

Job Requirements:

Proven experience (3+ years preferred) as a Customer Service Representative or in a similar support role.

Minimum of one year previous experience working in Epic.

Excellent verbal and written communication skills.

Strong proficiency in CRM software and, MS Office, and customer service ticketing systems.

Proven ability to de-escalate stressful situations and manage difficult customers.

Strong multitasking, organizational, and time-management skills.

High school diploma or equivalent; a degree in a relevant field is a plus.

Skills:

Effective communication skills with a focus on clarity, professionalism, and proper grammar.

Proficient with PC use and standard office software; familiarity with collection/accounting software is a plus.

Ability to work independently and manage multiple tasks with accuracy and attention to detail.

Basic math proficiency, including addition, subtraction, multiplication, division, and percentages.

Other Requirements:

Successful completion of a background check and drug screening is required.

Preferred Qualities:

Previous experience in a medical office or hospital setting
Familiarity with regulatory compliance in a debt collection or data-sensitive setting.
Team-oriented with a keen sense of accountability and integrity.

Work Environment:

Working remotely via standard office setting with regular use of computers and telephones.
May involve repetitive tasks and extended periods of sitting.
Schedule:

Full-time;
Monday–Friday, standard, local business hours (CST).