Payment Processing Director

General Summary:

The Payment Processing Director will develop and supervise the quality, performance and productivity of the Payment Processing Department.

Essential Duties: 

• 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

Other Responsibilities:

• 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

Job Specifications: (Basis knowledge, skills, abilities and experience normally required for an office environment)

Knowledge and Experience

• 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

Skills and Abilities

• Bilingual English/Spanish preferred
• 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

Compensation: $85,000 - $110,000 depending on experience

Work Location: Irvine, CA - Open to remote or hybrid

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday