Payment Processing Director

Alleviate•Irvine, CA

1d•Hybrid

About The Position

The Payment Processing Director will develop and supervise the quality, performance, and productivity of the Payment Processing Department. This role involves managing the department, assigning projects, monitoring staff performance, implementing process improvements, and generating reports for leadership. The director will also develop and maintain department standards, policies, and procedures, and enhance processes to improve customer satisfaction. They will assist staff with complex payment issues, resolve escalated calls and emails, and monitor call queues to maintain service level performance. Additionally, the role includes monitoring and evaluating call quality, coaching and training staff, and providing high-quality customer service. Problem-solving to meet client needs, performing periodic audits for data integrity, and preparing weekly analytics are also key responsibilities. Collaboration with external departments to ensure uniform processes is essential.

Requirements

5 years experience in a Call/Contact Center environment, some experience leading a customer-focused team within a fast-paced growing environment
5 years experience in a Management role
Strong understanding of payment processing center and customer service metrics
Phone system
Problem Solving Skills
Time Management and Multitasking
Ability to train employees and evaluate their performance
Excels in a dynamic, fast-paced work environment, and good at dealing with constant change
Some knowledge of MS Office: word, excel, outlook

Nice To Haves

Bilingual English/Spanish preferred

Responsibilities

Manages the payment processing department; assigns projects and duties, monitor staff job performance, implements process improvement, generates reports for Leadership
Develops, updates, enhances and maintains department standards, policies and procedures
Develops, implements, and improves processes through identification of operational changes that will have an impact on customer satisfaction
Assists staff with complex payment issues.
Resolve escalated and unresolved calls and email.
Monitors call queue and log in to maintain service level performance at all times
Monitors and evaluate the quality of inbound and outbound telephone calls
Coaches, trains, and develops subordinate staff. Assign work, set completion dates, review work, and manage performance in accordance with organizational policies, procedures, and performance management processes
Provides high quality, personable, friendly and professional customer service to respond to member needs and concerns
Problem solve situations and find solutions to meet client’s needs
Perform periodic Audits to ensure data integrity and accuracy of client information including but not limited to enrollment plans, settlement arrangements, creditor lists, compensation plans, payee information and all report relevant data.
Plan and execute corrective measures on audit findings
Accurate and timely preparation of weekly analytics for members of Leadership and/or other teams as directed
Timely completion of department and Company deliverables as directed
Collaboration with external departments to ensure processes are uniform across all levels of operations as they pertain to the Payment Processing Department
Refer unresolved customer grievances to designated person for further assistance
Stay up to date with any changes made to client’s accounts
Continuously improve through feedback
Attend training and department meetings
Other duties as assigned