Administrative Support Specialist - Consumer Services

Job Summary

The Administrative Support Specialist provides administrative and operational support to a high-volume consumer assistance and case management environment. This role is responsible for processing incoming and outgoing correspondence, reviewing and routing documentation, maintaining workflow records, and supporting the timely resolution of administrative matters. The ideal candidate is highly organized, detail-oriented, and capable of managing multiple priorities while delivering exceptional customer service and administrative support.

Job Responsibilities

• Manage incoming mail, correspondence, and documentation to ensure timely processing and distribution.
• Review complaint, appeal, and supporting documents and route materials through appropriate workflow channels.
• Process and track incoming certified, overnight, priority, and standard mail.
• Prepare and manage outgoing correspondence and notifications.
• Communicate with consumers, customers, providers, vendors, and other stakeholders to request information and follow up on outstanding items.
• Maintain accurate records and update workflow management systems and databases.
• Monitor case activity and ensure documentation is complete and properly maintained.
• Resolve workflow discrepancies, administrative issues, and processing errors.
• Perform data entry, document management, filing, scanning, and recordkeeping activities.
• Support office operations through general administrative and clerical duties.
• Maintain confidentiality of sensitive information and records.
• Collaborate with internal teams to ensure efficient workflow processing and customer service.
• Assist with special projects and additional administrative responsibilities as assigned.

Job Requirements

• Minimum of 3 years of administrative support experience.
• Experience managing incoming and outgoing correspondence.
• Experience reviewing, processing, and routing documents within established workflows.
• Experience maintaining records, files, and administrative databases.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Proficiency with Microsoft Outlook, Word, Excel, Teams, and other Microsoft Office applications.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical-thinking skills.
• Ability to work independently and collaboratively within a team environment.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Reliable attendance and punctuality required.

Education

• High school diploma or equivalent required.
• Associate's degree or bachelor's degree in Business Administration, Communications, Public Administration, or a related field preferred.

Work Experience

• Minimum of 3 years of administrative support, office administration, records management, customer service, or related experience required.
• Experience in high-volume administrative or document-processing environments preferred.
• Experience supporting government, insurance, healthcare, legal, regulatory, or professional services organizations preferred.
• Experience with workflow management systems, case management systems, or electronic records systems preferred.