Verification Processing Supervisor

isolved • Sandy, UT

4d • Remote

About The Position

The Verification Processing Supervisor oversees the day-to-day operations of the verifications department, assigning tasks and monitoring call queues to ensure all work is completed on time. This role provides guidance, support, and leadership to a team of Verification Processing Agents to ensure that verification tasks are completed accurately and within established timelines. This position works on issues of limited scope, following established practices and procedures in analyzing situations or data from which answers can be readily obtained. The role monitors daily operations of a unit or sub-unit and requires full knowledge of its own area of functional responsibility. The supervisor interacts daily with subordinates and/or functional peer groups, with interactions normally involving the exchange or presentation of factual information. This role provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules. A portion of time is normally spent performing individual tasks related to the unit or sub-unit. Generally supervises semi-skilled employees (e.g., production, customer support, clerical). Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures, and policies. Erroneous decisions or failure to achieve results may cause delays in schedules.

Requirements

• High school diploma or equivalent.
• Proven ability to identify and correct errors, ensuring quality and precision.
• Strong self-motivation and the ability to work with autonomy.
• Ability to work effectively in a team environment.
• Strong written and verbal communication skills.
• Strong problem-solving skills.
• Employee must be legally authorized to work in the United States.

Nice To Haves

• Bachelor's degree preferred.
• Prior management experience preferred.
• Experience with call center platforms (inContact, Five9, etc.), including automated dialers, local call presence, and inbound/outbound routing preferred.

Responsibilities

• Respond to verifier questions and assist with complex verification processing issues.
• Communicate with each team member on a weekly basis regarding individual metrics and provide coaching for improvement.
• Assign workloads to team members and manage call queues to ensure all work is completed daily.
• Perform quality assurance review of every completed verification to catch errors before they reach clients; listen to three recorded calls per verifier per week to ensure quality standards.
• Maintain a team UTV rate of 10% or less, a mistake rate of less than 1% per month, and ensure all verifiers meet their call goals.
• Proactively solve problems and implement appropriate changes to ensure team goals are met.
• Maintain department tools, including Guru, AOM, and Drumbeat Meetings, with current and expected procedures.
• Manage and supervise vendor relationships between software providers and verification companies.
• Coordinate performance management processes.
• Develop and implement training programs for the verifications team.
• Manage incoming calls, emails, and chats.
• Provide customer service support by resolving escalated customer complaints and issues.
• Other duties as assigned.

Benefits

• isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level