Commonwealth of Pennsylvania

POSITION DESCRIPTION FOR JOB POSTING

Position Number:  00010966

Description Activated On:  1/13/2026 2:58:09 PM

Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. 

 The primary purpose of the Accounting Assistant (AA) for the Payable Services Call Center (PSCC) in the Payable Services Center (PSC) of the Bureau of Payable Services (BPS) is responsible for generating and receiving, monitoring, documenting, responding to, researching, and resolving requests through verbal and written forms of communication such as telephone calls, voicemails, faxes, and emails. The AA must demonstrate customer service, excellent communication skills, etiquette, and a thorough understanding of state and federal laws, rules, regulations, and procedures impacting all PSCC functions. The AA is responsible for reporting and documenting possible fraud attempts and assisting with mitigating fraud risk. Emphasis is placed on ensuring that specific quality and timeliness standards in performance of duties meet the mission, goals, and objectives for the BPS, the Office of the Budget (OB), Commonwealth of Pennsylvania (COPA) are met.

Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor.

Note: This position has Mission Essential Functions detailed in OB’s Continuity Of Operations Plan (COOP).

Standard Operating Procedures:

Serves as first point of contact for the PSCC via live inbound or outbound calls and/or via the payment inquiry email resource account and document through the Microsoft Customer Relationship Management (CRM) system. Provide customer service to vendors and agency personnel through any/all forms of communication.

Answer and/or initiate phone calls and generate and/or reply to email requests regarding invoice status, invoice payment and/or invoice remittance information and vendor master data issues including, but not limited to, vendor registration, vendor master data additions or changes including banking, PA Supplier Portal non-technical, coaching log in assistance, Self Service Payment Look Up Tool log in assistance, vendor replication, Internal Revenue Service (IRS) 1099 and IRS B notices, and Contractor Responsibility Program (CRP) issues.


Provide daily stats report for all activity performed and documented.

Report and document any communication that suggests, implies, or declares fraud or loss of monies, or any potentially negative consequences for the vendor and/or COPA and escalate as directed.

Use computer systems including: SAP, SRM, Business Warehouse, Docfinity, Microsoft CRM, Microsoft Office Suite including Excel, Word, Outlook, Teams, Sharepoint, Microsoft Forms, Power Automate, Power BI, additional Microsoft products as appropriate, Genesys automated call distribution system, and any other database or resource pertaining to the operations of the call center to thoroughly research and respond to all requests.

Maintain and document vendor payment inquiries in CRM system, ensuring accuracy and compliance,and fraud mitigation, in compliance with state and federal regulations.

Performs other duties as requested.

Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature.

1. Research issues, mitigate fraud, troubleshoot problems, and proposes resolutions.
2. Provide information, instructions, and non-technical support by phone and e-mails.
3. Exercise judgment and take initiative in responding to inquiries.
4. Properly escalate issues to appropriate agency or supervisor according to procedures.

Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License

Experience:




Licenses, registrations, or certifications:

1.   N/A
 
2.   N/A
 
3.   N/A
 
4.  
 
5.  
 
6.  

Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
 
 1. Provide customer service by responding and documenting all correspondence within established timelines.
 2. Communicate effectively both orally via inbound/outbound telephone calls, and in writing using proper grammar, punctuation, and etiquette.
 3. Work independently, take initiative for problem solving and issue resolution, and follow instructions.
 4. Gather, interpret, research, analyze information for preparation of basic correspondence, reports, spreadsheets, and submit stats daily and/or as dire
 5. Comply with telework agreement and travel as requested for meetings, trainings, etc.
 6. Interpret and execute both verbal and written applicable rules, regulations, and policies.
 7. Use multiple software programs including, but not limited to, Microsoft Office Suite, CRM, Sharepoint, SAP, SRM, etc.
 8. Proactively support anti-fraud initiatives and maintain confidentiality of vital information.
 9. Establish and maintain effective working relationships by being a team player and being cooperative.
 10. Use of computer, keyboard, mouse, headset, video camera, and computer monitors for long periods of time.