Overview

Role and Responsibilities
SMS Assist Compliance Managers manage a portfolio of affiliates and serve as a single point of contact for their compliance needs. Compliance Managers are the revenue protectors of SMS Assist, and as such must possess excellent written and verbal communication skills and be a great safeguard for the company. Compliance Managers enable SMS Assist to execute customer growth and retention strategies by building personal relationships with affiliates and ensuring their compliance with SMS Assist and customer requirements. Responsibilities include managing affiliate insurance policies, reporting on affiliates’ compliance status, communicating effectively with internal Operations Managers, and accurately entering all information into SMS databases. The position contributes directly to the corporate goal of achieving a high level of customer satisfaction. The Compliance Manager role has been designed to provide opportunities for skill and career growth and development.

Customer Service

• Develop and maintain positive affiliate relations required to ensure superior customer satisfaction
• Consult with affiliates about specific compliance requirements
• Ensure affiliates are fully educated in, and in compliance with, all contracted SMS Assist processes (i.e. IVR)
• Receive and manage calls and email requests regarding compliance issues from affiliates and Operations Managers
• Identify, research, and resolve affiliate compliance issues using SMS’s web-based systems and databases
• Follow-up on all internal and external inquiries in a timely manner
• Expected to be in the phone queue during office hours and follow up on all compliance issues requested through the queue; call responses and resolution times will be used to measure queue participation
• Resolve all internal and external disputes, or escalate as directed
• Communicate with affiliates in a manner that adheres to all contracts and Scopes of Work agreed upon
• Compliance Manager will manage a portfolio of 0-199 affiliates

Innovation

• Seek ways to innovate or improve current processes and procedures

Database Management

• Manage all entries in SMS databases and ensure consistency and accuracy between the different systems (SIM, DSS and ServiceTrack)
• Process all contract requests and reports within assigned deadlines
• Other duties/ special projects as directed

Desired Skills and Experience

Qualifications and Education Requirements

• Bachelor’s degree (or equivalent experience – typically 3+ years of related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor’s degree)
• Previous customer service experience
• Experience in a trade is a plus
• Experience in facilities industry is a plus
• Professional, relevant examples of solving tough customer issues
• Understand the SMS Assist competitive advantage and be able to educate affiliates on the benefits of the SMS Assist service offering

Preferred Skills

• Strong written and verbal communication skills via telephone and email with affiliates and internal departments
• Strong Microsoft product skills, intermediate or better Excel skills, and a facility for numbers
• Driven by numbers/measures and comfortable in environment with heavy emphasis on customer service, deadlines, and satisfaction metric
• Effective problem-solving and time management skills
• Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment.
• Ability to negotiate
• Enjoys interacting with affiliates, is open-minded, and willing to pick up the phone to work through a problem or opportunity
• Experience interacting with outside customers
• High integrity and ability to maintain confidentiality