Supervisor

POSITION SUMMARY

The PSG (Payment Services Group) Supervisor is responsible for providing outstanding customer service to clients through the daily management of a team of approximately 20 or more employees, to include hiring, motivating, recognizing, rewarding, coaching, counseling, training, and problem solving. The position ensures that the clients of assigned PSG accounts receive quality customer service in accordance with the service order agreements and ACB policies and procedures. This highly visible position maintains close client contact and oversees all matters related to customer service and claim processing of all assigned accounts.

ESSENTIAL RESPONSIBILITIES

• Serve as the primary client contact for assigned client accounts. Ensure that client and ACB goals are being met with regard to production and customer service.
• Receive, research, and resolve client questions and complaints. Review and identify potential client-related issues and proactively offer potential solutions.
• Schedule, conduct, and attend client meetings which may be onsite, via video or teleconference; visit clients off-site when necessary. Coordinate client training on processes and systems.
• Ensure that claim processing complies with ACB and client policies, program guidelines, and turnaround commitments. Review claims as necessary to ensure quality and accuracy of processing. Ensure that pended claim process follows established procedures. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve ongoing processing, operations, efficiency, and service.
• Review actions that affect the client database such as file loads, edits, etc., and monitor the system to ensure data is maintained and updated as necessary.
• Maintain client program information, specification sheets, and account documentation and ensure that information is accessible to all team members. Write and evaluate client service order revisions and updates.
• Schedule production and work assignments of team members.
• Conduct selection interviews and assist in hiring of team members. Oversee new employee training and orientation.
• Communicate information regarding claim status, turnaround time, client status, and/or issues to PSG Management and management team on a daily basis.
• Ensure that employees have appropriate training and other resources to perform their jobs. Establish and coordinate ongoing staff training and development to increase performance levels and to improve customer service.
• Provide daily direction and communication to team members so clients receive timely and efficient service.
• Meet with team members on a regular basis to establish goals and review job performance. Provide feedback and counseling related to work performance. Write and administer performance appraisals for skill improvement. Make promotional and salary increase recommendations to PSG Management.
• Address disciplinary and/or performance problems according to company policy. Make appropriate decisions relative to corrective action as required. Prepare and administer disciplinary action in conjunction with HR as necessary.
• Respond to and resolve employee relation issues expressed by team members. Create and maintain a high quality work environment so team members are motivated to perform at their highest level and to continue working for the company. Evaluate, identify and address reasons for employee turnover within work group.
• Write, review, and present programming change requests to IT and technical staff. Oversee report quality, accuracy and data integrity. Create and produce ad hoc client reports upon request.
• Administer client programs related to current business, special programs or new client projects.

SECTION V: JOB SPECIFICATIONS AND QUALIFICATIONS

Education:

• Bachelor's degree in business or related field, or equivalent work experience.

Technical Knowledge:

• PC knowledge, including Microsoft Office products; Outlook, Word, Excel; email and communication software.
• Understanding of production functions, customer service, and accounting principles.

Managerial Experience:

• Minimum of 3 years of demonstrated leadership and supervisory experience in a customer service or production environment.
• Strong organizational skills are needed to manage multiple tasks/priorities.

Human Relations Skills:

• Minimum of 1 year of experience supervising others, including hiring, motivating, counseling, and terminating.
• Proven leadership experience.
• Ability to communicate effectively to a variety of audiences.