Client Relations Specialist

Accentuate Staffing is supporting an established organization supporting North Carolina’s National College Savings Program (NC 529 Plan) who is seeking a detail-oriented Program Services Specialist to oversee daily account processing and participant support within the Program Services team.

This role is responsible for reviewing account documentation, resolving discrepancies, supporting participants and call center staff, and ensuring all account transactions are processed accurately and within required deadlines. The ideal candidate is analytical, organized, and customer-focused, with the ability to manage multiple priorities while maintaining compliance with program policies and regulatory requirements.

Responsibilities:

• Monitor and review “Not in Good Order” (NIGO) documentation, researching and contacting participants to resolve missing or incomplete information before processing.
• Research and analyze documentation to resolve account discrepancies generated by internal participants.
• Ensure daily transaction processing and batch posting are completed accurately and within required deadlines to meet compliance and regulatory standards.
• Process incoming documentation from mail, email, and fax, uploading forms and materials into Laserfiche for record management and processing.
• Respond to participant inquiries via the NC 529 Plan mailbox, averaging approximately 20 inquiries per day.
• Contact participants regarding incomplete or inaccurate account information submitted for new or existing accounts.
• Assist current and prospective participants with questions about the NC 529 Plan and support call center staff with complex or escalated inquiries.
• Review and process the daily Web Transaction Summary report, ensuring pending web transactions are resolved in a timely manner.
• Collaborate with program services staff and call center representatives to ensure accurate and consistent information is provided to participants.
• Assist with enrollment authentication approvals through the NC 529 Plan administrative portal.
• Support bank verification processes through the Early Warning Service (EWS) portal for new account setup.
• Serve as backup support for daily bank deposit preparation, balancing, document scanning, and NIGO processing.
• Perform additional duties and special projects as assigned.

Requirements:

• Associate’s degree in Business, Communications, Accounting, or a related field required
• Bachelor’s degree preferred
• Minimum 2 years of customer service experience
• Experience with analytical problem solving and web-based or cloud-based systems
• Working knowledge of IRS Section 529 Qualified Tuition Programs
• Familiarity with North Carolina’s National College Savings Program
• Ability to work independently in a fast-paced, multi-task environment while meeting deadlines
• Strong analytical and problem-solving skills
• Excellent written, verbal, and interpersonal communication abilities
• Ability to build and maintain effective working relationships with colleagues and participants
• Proficiency in Microsoft Office applications, including Excel and Word
• Strong attention to detail and organizational skills