Customer Care Supervisor

Position Summary: The Omnify Customer Care Supervisor organizes, supports, and leads the Omnify Customer Care team while consistently demonstrating a high level of customer service. This professional acts as a lead resource for the Omnify Customer Care team to answer questions, creating procedures, conduct training and performance evaluations and is responsible for processing all facets of the health benefit account contributions, distributions, claims processing, customer communication and general account maintenance.

Essential Functions:

• Lead, coordinate, and contribute to the daily activities of the Omnify Customer Care team as well as oversee daily workflow of all processing responsibilities to ensure service standards are maintained and monitor the efficient and accurate completion of work.
• Lead in hiring decisions and work with Omnify Trainer to provide initial and ongoing training for all direct reports.
• Prepare and conduct employee reviews, and handle employee issues, grievances, and discipline when necessary.
• Prepare agendas and conduct team meetings and other applicable meetings.
• Serve as a valuable resource for employees and perform regular employee coaching sessions.
• Provide superior customer service over the phone, in person, or via electronic communication.
• Process all facets of health benefit accounts. This includes establishment of plans, contributions, distributions, account opening, Customer Identification Program (CIP) verification, proper tax coding, non-post, Lock Box documents and claims processing.
• Provide oversight of Customer Care functions to ensure quality work and exceptional customer service.
• Coordinate the scheduling of appropriate staff during business hours.
• Observe and evaluate customer service phone calls on a regular basis for quality control and coaching feedback.
• Complete Quality Control reviews of processed claims to ensure accuracy and excellent service.
• Knowledgeable of HSA rules and regulations, as well as Section 125 plan regulations.
• Resolve problems through sound decision making and with confidence.
• Provide department management with regular updates on staff and call and claims activity in order to track progress of goals and plan for the future.
• Identify necessary security controls to protect the bank against unnecessary risk and/or exposure. Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Participate in ongoing product knowledge, training to enhance skills and keep current with changes.
• Ensure direct reports are trained to comply with bank policy, laws, and regulations applicable to their roles. Monitor their adherence to internal controls and take action to address employee performance issues.
• Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training; follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Regular and reliable attendance is an essential function of this position.
• Perform other job-related duties or special projects as assigned.

Qualifications:

• Bachelor’s Degree in Business, Finance, or related field or comparable work experience preferred.
• Minimum of 2-4 years previous supervisory/leadership experience required.
• Call Center supervisory experience preferred
• 5 years previous banking or employee benefits experience required.
• Proficient knowledge with Alegeus WCA, Devenir, HealthSpace, and Microsoft Office products.
• Thorough understanding of all bank policies, benefit plan regulations, and compliance requirements.

Preferred Talents:

• Accurate and detailed
• Effective communicator- written and verbal
• Customer Service oriented
• Organized
• Self -directed and takes initiative
• Proven problem-solving abilities
• Independent with good judgment

Working Environment:

Indoor work – not exposed to outdoor elements or hazards.

Some sedentary work and occasional lifting and/or carrying up to 10 pounds.

This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.

PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)