Apply on Employer Site

Acumen Fiscal Agent · 2 months ago

Customer Relations Team Lead

Mesa, AZ

Full-time

Onsite

Mid, Senior Level

Acumen, LLC. is one of the nation's leading fiscal agents offering innovative financial management services. The Customer Relations Team Lead is responsible for managing and supporting the Customer Relations department to ensure high-quality customer service and efficient enrollment processes.

Financial Services

Responsibilities

Conducts quality checks on outbound and inbound communication

Conducts quality checks on processes and maintenance

Ensures that processors are analyzing, tracking and thoroughly researching all customer inquiries

Ensures that processors are processing all documentation within the specified time frames

Ensures that all state and program specific reports are processed within the specified time frames

Demonstrates the ability to identify a break down in process. Ensures that appropriate action is taken in order to prevent errors

Analyzes escalated issues and assists team in developing proactive processes for efficient and effective resolution

Ensure his/her calendar is properly maintained in order to review deadlines and make necessary adjustments

Identify and share opportunities for process improvements and improved working conditions

Develops quality internal and external written communication based on various scenarios

Assist with the development and production of other external communications as assigned

Analyzes projected mail dates, outbound communication and particular changes in processes including any priority changes and projects the need for additional staff

Provide excellent customer service to coworkers and Acumen visitors both on the phone and in-person, and encouraging positive working relationships across the company

Openly communicates expectations to team

Monitors and evaluates individual team performance

Provides timely feedback and development to each team member, including discipline as needed and guidance on improvement plans

Responsible for conducting performance evaluations, performance improvement plans (PIP), and assists with interviews as requested

Uses strategic thinking to complete multiple tasks

Demonstrates a working knowledge of and abides by contract, state and Medicaid specifications ensuring team works within guidelines

Attends and participates in all company meetings as requested

May provide training to customer service staff and other departments as requested

Attends and proactively participates in company meetings; will also initiate departmental and cross-departmental meetings; will also be expected to create and follow agendas

Occasionally work late or on weekends as needed to ensure all deadlines are met

Perform other work-related duties as assigned or change priorities as instructed by Customer Relations Manager or Customer Relations Director

ALL Acumen employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly

Qualification

Customer serviceMicrosoft OfficeOrganizational skillsTime managementEthicsInterpersonal skillsProblem recognitionAttention to detailIntegrity

Required

Bachelors degree or equivalent work related experience

Excellent computer skills, with an emphasis on Microsoft Office Publisher, Word, and Excel

The ability to effectively and respectfully respond to internal and external customers both orally and in writing

Excellent organizational skills, attention to detail, time management skills, task oriented, good interpersonal skills, patience, perseverance, and follow through skills

Ability to prioritize and handle multiple demands successfully in a rapidly changing environment

A high standard of integrity and sound business ethics

Able to recognize a problem and escalate to the appropriate manager for resolution

Benefits

Medical, dental and vision coverage

Generous paid time off

Incentive bonuses to those who qualify

Company

Acumen Fiscal Agent

At Acumen Fiscal Agent, we strive to simplify life for veterans, aging adults, and individuals with physical, intellectual, and developmental disabilities by providing fiscal management services that have a positive and long-lasting impact on their lives.

Founded in 1995