Title: Senior Quality Specialist, Debt Management-Hybrid, Franklin, Tennessee

4 weeks ago

Franklin, United States CVS Health Full time

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

* Acts as an advocate and subject matter expert guiding the business by serving as a quality champion.
* Measured and monitors the quality and effectiveness of work processes in commissions that impacts agent satisfaction, debt management, and contributes to operational efficiency.
* Consults cross-functionally with other departments to influence and promote change, to continually deliver quality service to both internal and external customers. Performs regular quality audits for debt operations for multiple products and platforms to drive full and consistent compliance to all required standards.
* Executes both routine and non-routine business support tasks in the Debt Management/Commissions Operations teams under limited supervision, referring deviations from standard practices to managers.
* Provides effective and timely support to debt related inquiries from agents. Supports adhoc debt reporting.
* Acts as a subject matter expert on debt workflows as well as daily commissions operations and programs to consistently drive optimal results.
* Conducts standard quality reviews and audits to proactively measure and monitor team compliance with published policies, and procedures, to effectively meet debt management and regulatory guidelines.
* Owns responsibility for supporting targeted quality audit projects, reporting overall results, and making recommendations regarding training needs, quality controls, and agent debt related procedures to senior management.
* Takes direction to execute debt notifications, commission accounting and any other supporting responsibilities including but not limited to agent terminations and redflagging related to debt.

Required Qualifications

* 2+ years MS Excel (Pivot Tables, V look Ups, Basic Formulas) experience.
* Collections experience
* Basic accounting skills
* Experience in a production or commission environment preferred.
* Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.
* Strong written communications skills
* Demonstrated ability to handle multiple assignments competently, accurately and efficiently.

Preferred Qualifications

SQL experience

Experience in a production or commission environment preferred.

Education

Associated degree or equivalent work experience.

Pay Range

The typical pay range for this role is:

$18.50 - $31.72

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 05/20/2024

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