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

Spv, Customer Call Center

AFA / Worksite

Description:

1. 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, indepth 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.

2. 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.

3. Demonstrates exceptional technical and systems expertise and ability with regards to serving as a buisness or operational liason 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.

4. 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.

5. 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 liason 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
Time management skills
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)

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