Overview

Essential Job Functions

Contractor support services within the Accounts Receivable Branch (ARB) of the Bureau of the Comptroller and Global Financial Services, Charleston (CGFS), Department of State. ARB manages and collects debts owed to the U.S. Department of State—repatriation loans, evacuation loans, passport NSF debts, employee‑related debts, and other receivables. This position supports both ARB customer service operations and administrative/operational support functions. Duties are split between providing phone support to debtors and supporting internal ARB administrative and financial processing activities.

Day-to-Day Job Responsibilities

  • Answer incoming calls to the ARB customer service line and respond to debtor inquiries professionally and courteously.
  • Transfer callers to appropriate portfolio managers or ARB personnel as needed.
  • Support daily customer service coverage during core business hours.
  • Process payments for repatriation loans and passport NSF debts in accordance with established procedures.
  • Research customer accounts across financial and imaging systems to assist with inquiries, payment issues, and account updates.
  • Review and prepare refund requests and track refund activity through completion.
  • Support administrative processing related to debtor correspondence, returned mail, and account updates.
  • Assist with preparation and routing of decision memorandums and administrative correspondence.
  • Manage and route emails received through the ARB administrative inbox.
  • Print and distribute bills and notices in accordance with ARB schedules and procedures.
  • Scan and upload documents into the AR document imaging system for processing and records retention.
  • Provide backup support for Passport NSF processing and other ARB operational functions as trained.
  • Provide backup support for lockbox processing activities as needed.
  • Support maintenance and review of Quality Work Instructions (QWIs), reference documents, and forms.
  • Perform miscellaneous administrative and operational duties as required to support ARB mission needs.

Minimum Qualifications

  • High School degree or equivalent.
  • Basic knowledge of bookkeeping and accounting procedures and techniques.
  • Experience working in the field.
  • Ability to qualify for Moderate Risk Public Trust (MRPT) or Secret security clearance.

Preferred Qualifications

  • 2-year college degree (preferred).
  • 2 to 4 years of relevant accounts receivable professional experience.
  • Experience supporting customer service operations, including answering phones and responding to inquiries professionally.
  • Strong organizational skills and attention to detail.
  • Multitasking ability in a fast‑paced environment.
  • Proficiency with Microsoft Office products (Outlook, Word, Excel).
  • Ability to learn automated financial and document imaging systems.
  • Dependability, accountability, and willingness to support team operations.

Employee Attributes

  • Positive attitude and willingness to learn.
  • Strong customer service and communication skills.
  • Professionalism during high call volumes and time‑sensitive situations.
  • Technical aptitude and quick learning of new systems and processes.
  • Prioritization and management of changing responsibilities.
  • Team‑orientation and willingness to provide backup support for critical functions.
  • Adaptability, problem‑solving skills, and reliability.
  • Attention to detail and adherence to established procedures.
  • Ability to appropriately elevate issues.

Work Schedule

  • Standard 8‑hour shift between 7:30 AM and 6:00 PM.
  • Non‑compensated meal period (30, 45, or 60 min) based on operational needs and supervisory approval.
  • Employees expected to adhere to approved schedule and support office coverage.
  • Additional hours may be required with approval of the Assistant Program Manager and DoS.
  • 100 % on‑site position.

Software Systems Utilized

  • Accounting systems: GFMS and RFMS.
  • Reporting database: Global Business Intelligence.
  • Document storage: Document imaging system.
  • Office: Microsoft Office.
  • Collection research: LexisNexis.

On‑the‑job training will be provided for Department of State systems, ARB processes, and applicable financial procedures. All personnel must possess or obtain a Secret security clearance issued by the Department of State Diplomatic Security.

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