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Compliance & Customer Service Manager

Compliance & Customer Service Manager

BakerRipleyHouston, TX, US
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Compliance & Customer Service Manager

Job Category : Program Management & Support

Requisition Number : COMPL005855

Location : Houston, TX 77074, USA

Job Details

Description

Expected Positive Outcomes :

  • Complete Fact Finding and provide reports to HGAC within 60 days of receiving case.
  • 95% of calls are answered upon receipt
  • 100% of voice messages are responded to within 24 hrs. (next business day)
  • Staff provide exceptional customer service internally and externally

Essential Functions :

  • Manage the Compliance and Customer Service Team
  • Monitors staff telephone activity for calls answered and abandoned, and staff actions on transfer and address change requests from the online customer service system.
  • Assigns staff to complete requests of actions authorized by career office staff and notifies vendors of customer's status regarding financial aid.
  • Coaches staff to achieve proficiency in their job functions.
  • Oversees daily reports generation and distribution.
  • Determines work procedures, prepares work schedule, and expedites work flow to ensure timely completion of tasks.
  • Develops and maintains professional working relationship with other managers within Workforce Solutions, vendors, career office staff, and Houston-Galveston Area Council staff, District Attorney's Office, and Texas Workforce Commission.
  • Serves as backup to Compliance & Customer Service Manager on compliance issues
  • Prepares comprehensive reports to present and interpret data, identify alternatives and make recommendations.
  • Communicates with contractors and participates in system initiatives as a subject matter expert.
  • Collects facts relating to suspected fraudulent act, locate and interview suspects if warranted.
  • Presents information to HGAC Board Staff regarding the results of fact finding and technical assistance as requested.
  • Communicates with contractors and participates in system initiatives as a subject matter expert.
  • Testifies in court to conduct of investigation and / or methods of evidence collection when requested.
  • Deals effectively with citizens, Workforce Solutions staff, and public officials under conditions requiring tact and good judgment.
  • Capability to travel occasionally within the regional counties served
  • Performs other duties as may be assigned.

    • Qualifications

    Education

    Required

    Bachelors or better.

    Experience

    Required

    2-5 years : years' related experience and / or training; or equivalent combination of education and experience

    Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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    Customer Service Manager • Houston, TX, US

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