POSITION TITLE : Relationship Support Specialist, Units and Compliance

SUPERVISOR : Director, Units and Compliance

DATE EFFECTIVE: December 1, 2023

DATE REVISED: December 1, 2023

LOCATION : HQ Baltimore, MD

TRAVEL : None

JOB CLASSIFICATION : Non-Union

JOB LEVEL :

POSITION SUMMARY

The Relationship Support Specialist , Units and Compliance is responsible for assisting the NAACP units, branches, and conferences with any daily customer service calls for the Finance department via phone, email, video calls and any additional key financial focuses such as compliance practices, reporting and audits, and financial training. This role will demonstrate the exceptional ability and willingness to problem solve at a continuously high level.

RESPONSIBLITIES/DUTIES

• Understand and follow NAACP bylaws, policies and procedures;
• Meet and exceed NAACP success metrics, including average handle time, quality assurance, customer service and schedule adherence;
• Discern when a particular question or issue should be escalated to the manager of a particular function, such as Unit Compliance;
• Accurately record all customer service inquiries using software, databases, scripts, and tools in accordance with organizational procedures;
• Obtain and maintain supporting financial documentation within software system as needed;
• Leverage strong computer skills and the ability to navigate through multiple systems to research information quickly to provide answers relating to finance questions;
• Analyze and understand the metrics and process capabilities to be able to prepare weekly, monthly, and annual reports;
• Follow plan for monitoring the compliance of all units, including tracking and timely reporting on the following: filing of annual reports, reporting and following critical actions on overages for units, assisting with all Board directed audits, training, and administratorships;
• Interact with other departments as necessary; and
• Perform any other related duties as may be assigned by the CFO, Director, or their designees.

QUALIFICATIONS

Education/Professional Experience

• High School Diploma and College Degree or equivalent;
• 2+ years of customer service experience preferred;
• 2+ Years of relationship experience, demonstrating the ability to serve as a proactive resource on compliance questions and issues, or the equivalent in related work experience;
• Excellent communications skills (verbal and written);
• Demonstrate ability to follow-up consistently until solution is provided;
• Demonstrate experience using data to drive root cause elimination and process improvement;
• Proficiency in Microsoft Excel, Microsoft Word and Outlook;
• Demonstrated general accounting knowledge;
• Intermediate level keyboarding skills (at least 40 WPM, touch typing, formatting documents);
• Works diligently during period of high-volume departmental activity; and
• Demonstrates a willingness to learn to improve productivity and output.