Compliance & Customer Service Manager

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.