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Supervisor, Payment Operations

2 months ago

Henderson, Nevada, United States EMPLOYERS Full time

Job Summary

The Collection Services Supervisor is responsible for overseeing the day-to-day operations of a Customer Experience team. This role requires a strong leader who can provide structure, direction, and support to team members to ensure exceptional customer service is provided to both internal and external customers.

Key Responsibilities

  • Team Management
    • Supervise and manage a team of customer service representatives to ensure they meet or exceed performance objectives.
    • Provide coaching, training, and development opportunities to team members to improve their skills and knowledge.
    • Monitor team performance and provide feedback to improve productivity and quality.
  • Process Improvement
    • Identify areas for process improvement and implement changes to increase efficiency and effectiveness.
    • Collaborate with other departments to ensure customer needs are met while meeting or exceeding department goals and objectives.
    • Monitor queues, volume, and trends to recommend real-time and/or long-term process adjustments as necessary.
  • Customer Service
    • Ensure that customer service standards are met or exceeded by team members.
    • Respond to customer complaints and concerns in a timely and professional manner.
    • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Reporting and Analysis
    • Prepare and analyze performance reports to identify trends and areas for improvement.
    • Provide data-driven insights to inform business decisions and drive process improvements.
  • Compliance and Risk Management
    • Ensure compliance with company policies, procedures, and regulatory requirements.
    • Identify and mitigate risks associated with customer interactions and team performance.

Requirements

  • One year supervisory experience in a customer-facing role.
  • High School diploma or equivalent required; Associate's degree or higher preferred.
  • Strong leadership, collaboration, and interpersonal skills.
  • Analytical, verbal, and written communication skills.
  • Organizational and time management skills.
  • Ability to maintain confidentiality and handle sensitive information.
  • Proficiency with MS Office products, including Word, Excel, PowerPoint, and Outlook.
  • Experience with customer service software and technology.
  • Knowledge of workers' compensation insurance and claims management.

Preferred Qualifications

  • Bilingual English/Spanish communication skills.
  • Associates degree or higher in a related field.
  • Experience with cloud-based call center software.
  • Knowledge of financial or collections industry.

Work Environment

This role requires a full-time in-office position with minimal travel to other office locations or meeting locations. The ideal candidate will be able to work in a fast-paced environment and prioritize multiple tasks and responsibilities.