Department Customer Service
Category Customer Service
City Oklahoma City
State OK
Travel
Involved
0-10%
Type of
Position
Full-Time

Sprv, Customer Engagement

AFA / Worksite

Description:

• Direct and oversee, utilizing tactical and strategic methods, a team of highly skilled Colleagues who are responsible for the department/division most complex operational work tasks which require a high degree of problem solving, decision making, process improvement, change implementation, cost efficiencies, and demonstrate an analytical application ability. • Responsible for development of Customer friendly solutions and the attainment of service level standards, team productivity and quality measurements associated with direct reports, recruiting and mentoring of team Colleagues, utilizes industry best practices to implement standardized procedures; may work with Department Director to provide input for budget and cost efficiencies and may be directly responsible for adherence to company/division/department Compliance requirements. This position may requires the effective use of bilingual skills (verbal and/or written) at least 50 percent of the time. • Provides coaching and mentoring to direct reports to include technical and leadership competencies, feedback for succession planning, implementation of new processes and procedures, integration of product knowledge and understands how to implement system enhancements; Colleague mentoring, coaching and active development of highly skilled Colleagues. • Oversee and provide leadership to a team of highly skilled Colleagues to ensure accurate and efficient handling of operational tasks (such as complex supplemental medical and disability and life claim processing, high priority group billing accounts, in-depth insurance related compliance expertise, and other complex insurance related tasks) which are the most complex and applies strategic or tactical decision making to process/procedure implementation as necessary to advance the department/divisions ability to achieve stated goals and provide a highly pro-active Customer experience. • Coaches, mentors and develops direct reports to ensure efficient process flow, responsible for monitoring and achieving consistent service levels which met or exceed stated service level standards. Demonstrates ability to work collaboratively to effectively recruit and retain direct reports who support the team/department’s stated goals and expectations. Prepares evaluations and assessments for team Colleagues with the utilization of productivity and accuracy metrics. • Demonstrates exceptional technical and systems expertise and ability with regards to serving as a business or operational liaison to support product roll outs, new system implementation or enhancements, directs/participates in user acceptance testing, provides and aligns business requirements with resources to support operational projects and works collaborately with PMO and ISD leads to ensure stated operational metrics are achieved. • Develops, maintains and communicates the purpose of policies and procedures with regards to the most complex operational tasks in support of the achievement of stated service level agreements, team/department goals, and the Company strategic goals so that the operational value stream and the service provided is applied consistently. • Serves as a resource, and known change agent, for department Colleagues, and their direct reports, regarding identification of opportunities and implemention of new processes/procedures, effectively handles tasks which are outside of the normal, day to day, duties; accurately interprets and applies complex contract policy provisions and responsible for the accurate application of state and federal rules and regulations and serves as a liaison to internal legal departments with application of the proper level of discretion.

Requirements:

• Bachelor’s degree preferred • Strong technical and analytical skills • In-depth knowledge and expertise of insurance products and/or services • Proven technical and tactical skills to include diplomacy • Strong decision making skills with proven decision capability • Ability to manage and effectively coordinate multiple projects and people • Proficient with PC Windows-based software and Microsoft Office applications • Easily adapts to new software/technology applications and is able to excel in a paperless environment • Advanced knowledge of operational processes and state and federal regulations • May require advanced knowledge of IRS code Section 125 and department procedures and policies or Qualified Retirement Accounts • May require advanced knowledge of Supplemental Medical and/or Disability claim processing and case management tools with proven effective management of disability claims. • Advanced knowledge of case management tools with proven effective utilization of same • Proven leadership, coaching skills • Diplomacy • Advanced organizational skills • Ability to handle fast-paced environment • Professional attitude • Advanced Customer service skills • Prompt and reliable • Advanced oral and written communications skills, including strong interpersonal skills • May require proven bilingual skills (verbal and/or written communications)