Customer Relations Team Lead: Process & Quality Champion

Acumen Fiscal Agent; Northern (KY); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Acumen Fiscal Agent is seeking a Customer Relations Team Lead to guide the department in delivering top-tier service, streamlining enrollment, and ensuring effective outbound communications. You will oversee quality checks, process improvements, and cross-team collaboration.

You will coach a team, manage performance, and ensure deadlines are met while upholding company policies and cybersecurity standards across all customer interactions.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Excellent computer skills with MS Office (Publisher, Word, Excel).
• Strong written and oral communication with internal and external customers.
• Excellent organizational skills, time management, and interpersonal skills.
• Ability to prioritize and handle multiple demands in a fast-changing environment.

Responsibilities

• Conduct quality checks on outbound and inbound communications.
• Ensure processors analyze, track, and thoroughly research inquiries.
• Maintain timely processing of documentation and state/program reports.
• Identify process breakdowns and implement preventative actions.
• Monitor team performance and provide timely feedback and coaching.
• Support training and participate in company meetings.
• Uphold company policies and cybersecurity standards in all interactions.

Skills

Customer service

Team leadership

Communication

Organization

Time management

Education

Bachelor’s degree or equivalent work experience

Tools

Microsoft Office (Publisher, Word, Excel)

Job description

Acumen Fiscal Agent is seeking a Customer Relations Team Lead to guide the department in delivering top-tier service, streamlining enrollment, and ensuring effective outbound communications. You will oversee quality checks, process improvements, and cross-team collaboration.

You will coach a team, manage performance, and ensure deadlines are met while upholding company policies and cybersecurity standards across all customer interactions.