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Supervises customer experience, business support, technical support, and production teams. Oversees daily operations, team performance, coaching, training, quality checks, compliance, and KPI reporting. Provides feedback, recommends training interventions, communicates process updates, and supports associate development while ensuring service quality and productivity goals are met.

Supervises customer experience, business support, and production teams. Coaches employees, monitors quality and productivity, prepares KPI and compliance reports, identifies training needs, shares process updates, and supports team performance and end-user service quality. The role also manages employee development, performance feedback, and operational adherence to company policies and standards.

Reviews business processes, audits work for errors and SLA compliance, evaluates sampling methods, reconciles transactions for accuracy, runs workflow reports, and identifies process trends. Coaches Level 1 auditors on sampling and business procedures, collaborates with external SOC 1 auditors, and follows organizational policies and standards.

Processes complex transactions, documents, and cases according to established client guidelines. Performs validations, makes approval or rejection decisions, follows up on missing information, identifies and reports adverse events, and applies analytical judgment to resolve issues. Serves as a subject matter expert, mentors new hires, supports training, improves work processes, and completes assignments with limited supervision while following company policies and standards.

Processes, classifies, verifies, and transmits electronic and hard-copy documents according to client requirements. Sorts, images, files, archives, and captures document information; builds databases; validates automated data extraction; and ensures accurate processing under established procedures and close supervision.

Provides empathetic customer support through calls and case management. Assesses customer needs, follows scripts and guidelines, explains policies, gathers information, updates databases, resolves issues end to end, and escalates complaints when necessary. Works with limited supervision, applies established procedures, meets service-level agreements, and may guide junior team members.

Leads transaction-processing operations by handling escalated tasks, coordinating staffing and work allocation, monitoring turnaround time, quality, volume, and reporting, and providing domain expertise. Collaborates with supervisors, internal teams, and external clients, supports candidate interviews, communicates work status, and recommends process improvements while ensuring policy compliance.

Reviews journal entries and accounting classifications, extracts reconciliation metrics for dashboards, supports audits, maintains process documentation, performs quality checks, and guides quality verification staff. The role coordinates team assignments, provides technical guidance, identifies process improvements, and works autonomously within established accounting procedures.

Provides entry-level customer support through routine call center activities. Assesses customer calls, identifies needs, provides specialized information, explains company policies, updates databases, meets service-level agreements using scripts, and escalates complaints or complex issues. The role requires empathetic communication, basic problem-solving, adherence to established procedures, and close supervision. No supervisory responsibilities are included.

Performs accounting support and administrative tasks, including processing and endorsing insurance checks, updating payment trackers, conducting research, data entry, indexing, emailing, and making outbound calls. Works within established procedures while applying analytical skills, attention to detail, discretion, and coordination. Supports other teams as needed and requires a minimum typing speed of 20 words per minute.