Accounting Service Desk Specialist

Accounting Service Desk Specialist

The Accounting Service Desk Specialist, in collaboration with and in support of the firm's strategic initiatives, handles the assessment and resolution, or referral, of all accounting and billing inquiries from billers, attorneys, and clients. This role requires a high level of accuracy, excellent communication skills, and the ability to manage sensitive information with discretion.

Location: This position can sit in any of our US office locations and offers a hybrid work schedule. Working hours are 12:00 PM - 8:30 PM EST.

Responsibilities

• Inquiry Management: Assess, resolve, or refer accounting and billing inquiries from billers, attorneys, and clients promptly and accurately.
• Communication: Maintain clear and professional communication with all stakeholders, ensuring updates are provided in a timely manner and contain accurate information about accounts, billing, and financial inquiries, including proactive updates and being available to answer questions promptly.
• Documentation: Accurately document all actions, questions, and resolutions in ServiceNow ticket system and email correspondence.
• Problem-Solving: Identify and resolve issues utilizing available information and other resources. Refer out of scope issues to correct resolver group. Research the next steps when necessary to ensure the requestor is provided with excellent service and supported throughout the ticket handling process.
• Compliance: Ensure all accounting practices comply with the firm's policies and relevant legal regulations. Employ methods that ensure tasks are performed accurately and efficiently with minimal errors. Meets or exceeds standard SLA requirements.
• Training: Participate in training activities to achieve proficiency, enabling Specialist I to support operations in an efficient and effective manner. Pursue and maintain knowledge of accounting software and tools to improve mastery of subject, as well as execution and timeliness of assigned tasks.
• Continuous Improvement: Ensure expertise is maintained and knowledge is increased by leveraging all opportunities to correct personal knowledge gaps through learning and documentation.
• Customer Service: Maintain a high level of professionalism in all interactions, treating clients with respect and courtesy while handling sensitive financial information with the utmost confidentiality.
• Build Trust: Establish and maintain trust through transparency, reliability, and consistent delivery of high-quality service. Be clear when discussing processes, ensure deadlines are met, and recognize opportunities to enhance the user's experience with the Accounting Service Desk.

Desired Skills

Accounting or billing experience is preferred. Experience with Aderant is required and ChromeRiver, or Kofax is preferred. Strong analytical and problem-solving abilities. Excellent verbal and written communication skills. Competence in Microsoft Office Suite including Excel proficiency with filters and pivot tables and Word proficiency with use of headers, footers, and numbering. Ability to manage sensitive information with discretion. Strong organizational skills and attention to detail.

Minimum Education and Experience

Minimum Education: High School Diploma or GED. Preferred Education: Associate's Degree in Accounting, Finance, or a related field. Minimum Years of Experience: 2 years of experience in service-related position.