Customer Support Specialist I - Accounting Support

Vertafore is a leading technology company whose innovative software solutions are advancing the insurance industry.. Our suite of products provides solutions to our customers that help them better manage their business, boost their productivity and efficiencies, and lower costs while strengthening relationships.
Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation, technology partnerships, and focusing on customer success.
Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better.
We are headquartered in Denver, Colorado, with offices across the U.S., Canada, and India. This position is based in Denver.
Vertafore is a Flexible First working environment which allows team members to work from home as often as you'd like, while using our offices as a place for collaboration, community, and teambuilding. There are times you may be asked to come into an office and/or travel for specific meetings for a specific business purpose and this varies by job responsibilities.
JOB DESCRIPTION
Vertafore is seeking a skilled and detail-oriented Level 1 Accounting Customer Support Specialist to join our team. This role is ideal for someone with strong accounting and/or bookkeeping experience and a passion for providing exceptional customer service for our cutting-edge software solutions. The successful candidate will support clients by addressing their inquiries, resolving issues, and helping them navigate their accounting systems, particularly in an insurance agency environment.
Essential job functions included but are not limited to the following:• Ability to consistently meet software support metrics and customer satisfaction goals.• Provide clear and concise documentation regarding customer problems and resolution.• Escalate unresolved issues promptly to resolve customer issues.• Ability to identify customer needs and escalate to Sales or other departments when applicable.• Ability to adhere to a predetermined work schedule as outlined in the Customer Support attendance policy.• Perform a variety of accounting tasks, including but not limited to journal entries, accounts payable, accounts receivable, general ledger management, invoicing, and reconciliation.• Troubleshoot customer financial reporting out of balances to arrive at a resolution.• Be able to track all general ledger postings through the AMS360 system from any accounting data entry.• Be able to differentiate between direct bill and agency bill invoicing.• Knowledgeable of the differences between Binder billing and premium finance billing• Able to construct and correct a budget.• Understand the steps to close a fiscal year.• Understand to differences between net broker and Gross broker accounting.• Provide high-quality support to clients through inbound calls, chats, and emails, addressing their technical and accounting-related concerns.• Troubleshoot and resolve issues remotely by collaborating with clients and internal teams, particularly focusing on management systems used by multiple companies and vendors.• Offer guidance and training on both software usage and accounting principles within the insurance industry, including industry-specific terminology and workflow requirements.• Assist in implementing and maintaining accounting best practices within clients' workflows, ensuring accuracy and compliance.• Manage multiple client accounts, ensuring all queries are handled efficiently and professionally.• Adhere to predetermined work schedules and effectively manage time to meet client needs.• Stay up to date with changes in procedures and adapt quickly to new workflows in a fast-paced environment.
Qualifications and Skills: • 2+ years of accounting or book keeping experience or similar education experience required• In-depth knowledge of key accounting areas including journal entries, accounts payable, accounts receivable, general ledgers, invoicing, and reconciliation.• Read and understand the figures in an Income and Expense Statement.• Be able to verify and reconcile all general ledger balances• Understand all the steps in an accounting cycle.• Understand the differences between cash basis and accrual basis accounting systems.• Understand how accounting flows through groups, departments, branches and Divisions.• Insurance Agency experience preferred.• Exceptional interpersonal and customer service skills with the ability to handle client concerns effectively.• Strong analytical and critical thinking skills to identify issues and propose solutions.• Proficiency in Microsoft Office products (Excel, Word, Outlook).• Excellent verbal and written communication skills, with strong English writing and grammar.• Ability to troubleshoot technical issues related to accounting systems remotely.• Ability to work independently, multitask, and thrive in a team-oriented environment with minimal supervision.• Accounting degree preferred
Additional Notes:• Experience in the insurance industry and a solid understanding of accounting principles will be key in providing top-tier support for our clients.• This role involves not just training on software, but also on accounting principles within the insurance industry, differentiating this position from standard accounting or support roles.• Be able to walk customers through a variety of accounting tasks, including but not limited to journal entries, cash receipts, cash disbursements,• Create financial reporting including but not limited to income and expense reports, balance sheet, creating account current statements payable, accounts receivable, general ledger management, invoicing, and reconciliation.
Work Environment:• Fast-paced, with frequent changes to procedures.• Located and working from an office location with remote work options available with adherence to scheduled hours.
Apply now to join a dynamic team where you can grow your accounting skills while making a meaningful impact on client satisfaction in the insurance industry!
#LI-Hybrid
Vertafore is a Flexible First working environment which allows team members to work from home as often as you'd like, while using our offices as a place for collaboration, community, and teambuilding. There are times you may be asked to come into an office and/or travel for specific meetings for a specific business purpose and this varies by job responsibilities.
Why Vertafore is the place for you: *Canada Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• Medical, vision & dental plans
• Life, AD&D
• Short Term and Long Term Disability
• Pension Plan & Employer Match
• Maternity, Paternity and Parental Leave
• Employee and Family Assistance Program (EFAP)
• Education Assistance
• Additional programs - Employee Referral and Internal Recognition

Why Vertafore is the place for you: *US Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• We have a Flexible First work environment! Our North America team members use our offices for collaboration, community and team-building, with members asked to sometimes come into an office and/or travel depending on job responsibilities. Other times, our teams work from home or a similar environment.
• Medical, vision & dental plans
  • PPO & high-deductible options
• Health Savings Account & Flexible Spending Accounts Options:
  • Health Care FSA
  • Dental & Vision FSA
  • Dependent Care FSA
  • Commuter FSA
• Life, AD&D (Basic & Supplemental), and Disability
• 401(k) Retirement Savings Plain & Employer Match
• Supplemental Plans - Pet insurance, Hospital Indemnity, and Accident Insurance
• Parental Leave & Adoption Assistance
• Employee Assistance Program (EAP)
• Education & Legal Assistance
• Additional programs - Tuition Reimbursement, Employee Referral, Internal Recognition, and Wellness
• Commuter Benefits (Denver)

The selected candidate must be legally authorized to work in the United States.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
The Professional Services (PS) and Customer Success (CX) bonus plans are a quarterly monetary bonus plan based upon individual and practice performance against specific business metrics. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.
The Vertafore Incentive Plan (VIP) is an annual monetary bonus for eligible employees based on both individual and company performance. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.
Commission plans are tailored to each sales role but common components include quota, MBO's and ABPMs. Salespeople receive their formal compensation plan within 30 days of hire.
Vertafore is a drug free workplace and conducts preemployment drug and background screenings.
We do not accept resumes from agencies, headhunters or other suppliers who have not signed a formal agreement with us.
We want to make sure our recruiting process is accessible for everyone. if you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact [email protected]
Just a note, this contact information is for accommodation requests only.