Finance Help Desk Specialist — Customer Liaison

NYU Langone Health; Bethpage (NY); On-site; USD 50,000 - 61,000; Full time

Job summary

NYU Langone Health invites applications for a Finance Help Desk Liaison to ensure timely intake, documentation, classification, and resolution of finance-related inquiries from employees and vendors across the NYUL Health System. The role emphasizes secure handling, education on policies, and escalation when needed to SMEs.

Candidates should have an Associate's Degree (or 2+ years in a similar role), strong English communication, and a commitment to confidentiality.

Qualifications

• Associates Degree (ideally in Finance or related field) or minimum of 2 years of call center, customer service or similar experience.
• Proficient in spoken and written English.
• Strong verbal skills; especially telephone etiquette and negotiation capabilities.
• Ability to work independently.
• Ability to maintain confidentiality.
• Demonstrate analytical and technical ability and an orientation towards problem resolution and servicing.

Responsibilities

• Efficiently organizes and manages tasks/projects.
• Demonstrates creative thinking when seeking alternative solutions to process challenges and issues.
• Fosters a partnership between the Finance Help Desk and its customers - internally and externally to improve customer relations, service and processes.
• Through communication and education, encourage adherence to organizational policies and procedures.
• Provide input and feedback on internal processes that can be improved upon as trends or themes of recurring issues are identified.
• Promote team environment through positive attitude, support and coaching to other help desk agents when needed.
• Provide upon request check copies or payment documentation to payees by accessing appropriate banking or financial systems and sharing that information in a secure fashion with the requestor.
• Properly escalated all incidents that cannot be addressed within the FHD to appropriate subject matter experts (SMEs) and calling special attention when needed to high severity payroll and credit hold situations.
• Transcribe voicemails and assign categorization to self service, email or other unassigned cases for routing and proper handling and resolution.
• Provide highest level of customer service to all internal and external customers.
• Accurately and thoroughly document all appropriate communications pertaining to employee and vendor inquiries and resolution in the case management system.
• Communicates clearly and concisely with customers in a professional and timely manner.
• Resolve all customer issues - leveraging templates and knowledge documents wherever possible - in a professional, qualitative and responsive manner
• Performs other duties as assigned.

Skills

Call center experience

English proficiency

Independent work

Confidentiality

Analytical ability

Education

Associate's Degree in Finance or related field

Job description

NYU Langone Health invites applications for a Finance Help Desk Liaison to ensure timely intake, documentation, classification, and resolution of finance-related inquiries from employees and vendors across the NYUL Health System. The role emphasizes secure handling, education on policies, and escalation when needed to SMEs.

Candidates should have an Associate's Degree (or 2+ years in a similar role), strong English communication, and a commitment to confidentiality.