Operations Supervisor - Payments

Job Description

Job Description

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Internal Job Title: Payment Processing Supervisor

Location: US-GA-Atlanta (Sandy Springs- Hybrid Schedule)

FLSA : Exempt

Company Overview:

Safe-Guard Product International serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance & Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Role Overview :

The Payments Processing Supervisor is responsible for overseeing the day-to-day activities of the department, ensuring efficient operations in check handling and claim processing. This role focuses on monitoring performance metrics, providing coaching and feedback, resolving escalated issues, and ensuring compliance with company policies and procedures. The supervisor works closely with internal teams, underwriters, and external stakeholders to enhance operational efficiency and customer satisfaction.

Job Responsibilities:

• Monitor daily activities within the department to ensure smooth and efficient processing operations.
• Analyze performance data related to productivity, accuracy, and timeliness of claims and cancellations.
• Provide feedback and coaching to team members, addressing areas for improvement.
• Ensure compliance with departmental procedures and company policies.
• Conduct annual performance reviews and implement effective performance tracking metrics.
• Oversee attendance, manage time-off requests, and enforce company policies.
• Provide ongoing training and mentorship to employees to foster professional growth.
• Serve as a backup for adjusters or processors when necessary.
• Handle complex inquiries from customers, dealers, and agents, ensuring resolution and customer satisfaction.
• Collaborate with internal teams and underwriters to address processing-related concerns.
• Work closely with Operations Management to discuss challenges, provide feedback, and implement process improvements.
• Resolve escalated customer concerns and ensure positive resolutions.
• Identify opportunities to enhance department efficiency and implement process improvements.
• Prepare and analyze reports to monitor trends and suggest optimizations.
• Collaborate with Human Resources to address employee performance and workplace issues.
• Periodically review customer interactions to ensure service quality and compliance.
• Strong leadership and decision-making abilities.
• Excellent communication and interpersonal skills.
• Effective conflict resolution and problem-solving skills.
• Ability to manage deadlines and deliver results in a fast-paced environment.
• Adaptability and analytical thinking.
• Strong teamwork and collaboration skills.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

• Education: College degree preferred; High School Diploma or equivalent required.
• Experience: Minimum of 2+ years in a supervisory/Leader role within insurance, financial services, or a related office environment.
• Strong verbal and written communication skills.
• Proficiency in Windows and Microsoft Office (Excel, Word, Outlook, PowerPoint).
• Proven ability to coach, mentor, and develop employees.
• Experience in process improvement and problem resolution.
• Ability to work independently, exercise sound judgment, and apply innovative solutions.
• Must be authorized to work in the U.S
• Must be able to successfully pass a background check

Company Benefits:

• Medical, Dental, and Vision Insurance
• Flexible Spending Account
• Health Savings Account
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More!

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.