Manager of Verifier Operations

Position Summary

As the largest privately held service provider in our industry, Thomas & Company provides our clients with unmatched unemployment cost control, employment verification and tax credit services.

The job of Manager of Verifier Operations will be responsible for creating processes and tools for supporting T&C's Verifier customers. This person will also build and manage a team to support this customer base. This position may be asked to support the broader Verifications team until the Verifier customer base has grown to a size substantial enough to require full-time support.

This opportunity will define the needs and create process of a new function within the Verifications department at T&C.

Essential Duties and Responsibilities

• Build rapport with internal and external stakeholders and is a strategic thinker with an analytical mindset and strong problem-solving skills.
• Define Verifier process and procedures, including credentialing and auditing processes. Review and define what are tools required. Create and manage the department process for the new Verifier Dept moving forward
• Monitor and manage billing and payments for all invoiced Verifier Clients
• Serve as operational point of contact for key verifier accounts
• Define Verifier audit process, tools required and manage the process for Verifiers moving forward
• Define team needs to support verifier operations including creation of job descriptions, definition of KPIs and reporting needs.
• Hiring and development of personnel
• Work closely with VP of Verification Services to ensure that operations are built to support the terms of new Verifier relationships, and proactively plan for developments
• Regularly report on key operational metrics, providing thoughtful analysis and recommendations for improvement
• Create training materials for new Verifier team members
• Partner with VP of Verification Services to conduct ASQs with Verifier clients.
• Review Verifier CSAT and ASQ results make recommendations for improvements, and take ownership of all follow up items
• Own the approval/ denial process for government verifier accounts, including converting to verifier accounts and following up with agencies with appropriate education
• Support the extended Verifications Line of Business, as needed, via customer support, team management, process improvement, data analysis or other managerial tasks that may arise
• Communicate new EWV Employer Clients to Verifiers and Gov't agencies at go live
• Maintain Salesforce as the system of record for documenting all Verifier interactions
• Must be flexible with working in other areas of the EWV division, while the Verifier department grows and develops.

Requirements and Qualifications

• Bachelor's degree or equivalent work experience
• Proficiency in Microsoft Suite
• Experience with managing a remote workforce
• Experience working with or within verifier space (background screening, mortgages, loans, etc.) preferred
• Excellent oral & written communication
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

Special Considerations and Prerequisites

• Lead a team to achieve in a positive environment while maintaining standards and driving the team towards "Always Improving"
• Must be able to demonstrate core competency in the areas of patience, tact and empathy as they relate to dealing with clients
• Adapt to changes in the work environment, manages competing demands and can deal with frequent change, delays, or unexpected events
• Must maintain confidentiality, remains open to other's ideas, and exhibits willingness to try new things.
• Ability to maintain a calm demeanor in a high stress, fast paced environment
• Takes initiative and not wait for direction when identifying a problem, works quickly to address it while weighing the impact to the business, any stakeholders involved, and using excellent judgment to achieve best results

Current Openings for Manager of Verifier Operations Jobs at Thomas and Company