Customer Service Representative II

The EZ Audit Specialist enters, reviews, and maintains audit-related data to support accurate, timely, and complete records within the client environment. This role follows established processing requirements and documentation standards to support the team’s quality assurance and compliance functions.

The specialist identifies data discrepancies, coordinates resolution with quality assurance and program staff, and maintains organized records and audit trails. The role also tracks processing progress and protects sensitive information in accordance with applicable company and client data-handling policies.

Key Responsibilities

• Enter audit-related data accurately into the designated system within established processing timeframes.
• Review submitted records for completeness, accuracy, and consistency before entering or updating information.
• Identify missing information, discrepancies, and data-quality issues, and escalate unresolved items to the appropriate supervisor or quality assurance lead.
• Maintain organized supporting documentation and audit trails in accordance with established processing and compliance requirements.
• Prepare basic status reports and trackers that communicate processing progress, outstanding records, and items requiring follow-up.
• Collaborate with quality assurance, compliance, and program staff to investigate discrepancies and document their resolution.
• Follow established audit-processing workflows and recommend practical improvements that increase accuracy, consistency, or efficiency.
• Protect the confidentiality and security of sensitive information by following applicable company and client data-handling policies.

Required Qualifications

• High school diploma or GED.
• At least two years of related customer service or public relations experience, consistent with the standard job’s two-to-five-year experience band.
• At least one year of experience identifying problems, researching issues, and supporting their resolution.
• Proficiency with Microsoft Word, Excel, and Outlook for record maintenance, tracking, and business communication.
• Strong attention to detail and organizational, analytical, processing, and mathematical skills necessary to review records and maintain accurate data.
• Effective verbal and written communication skills, including the ability to clarify missing information and coordinate issue resolution professionally.
• U.S. citizenship and the ability to obtain and maintain the required Public Trust suitability determination.

Preferred Qualifications

• Some college coursework.
• Previous experience with data entry, audit processing, or federal compliance programs.
• Experience supporting quality assurance or regulatory activities.
• At least one year of COD troubleshooting experience and demonstrated excellence in customer service.