Supervisor, Payment Services

1 month ago
Regular Full-Time


The Payment Services Supervisor will manage the personnel and functions within the Payment Services Department. This Supervisor will be responsible for day-to-day functions and will establish processes and controls within the department to promote excellent work quality and achieve established goals. This position works closely with the Accounting Manager regarding coaching, reporting, meeting preparation, identifying procedural enhancements, and reporting needs.   Serves as liaison between client companies, claimants, vendors, and Allsup employees as needed.


  1. Responsible for day-to-day operation of Payment Services department.
  2. Works closely with manager in determining goals, carrying out duties, and managing staff.
  3. Establishes process, procedures, and controls within the department to promote excellent work quality and achieve departmental, company, and customer service goals.
  4. Responsible for people management which includes staffing, coaching, performance management, development, motivation and recognition of employees.
  5. Establishes and maintains two-way communications within the department to understand the needs and concerns of employees.
  6. Develops performance plans and conducts both informal and formal evaluations in a timely manner.
  7. Responsible for monthly reports related to the operation/performance of the department.
  8. Serves as a technical resource for the payment services department. Prefer working knowledge of the department, finance operations and other Allsup departments and functions—such as claims.
  9. Assists in completing or reassigning tasks when employees are out of the office.
  10. Works with Manager and if applicable team lead, to maintain the schedules of those in contact centers to provide proper phone coverage at all times. Reassigns employees to other temporary duties on short notice to provide for proper phone coverage, client contact coverage, and client administration functions in cases of employee absences.
  11. Plans, develops, and recommends department goals and objectives consistent with Allsup’s objectives.
  12. Maintains a department structure conducive to a high level of productivity.
  13. Fosters good communication within the department and among Allsup’s management team.
  14. Works to resolve client issues through claim and overpayment review as necessary.
  15. Creates and prepares reports to review productivity, efficiency, processing of dependent information, days from award to calc requested from the client, minimizing invoicing and billing times, tasks assignment, etc. as needed to identify enhancements and strategies to maintain/improve department statistics and client and claimant satisfaction.
  16. Regularly silent monitors specialists to ensure quality of calls and effectiveness of conversations with Social Security.
  17. Coordinates and provides training for new employees and provides ongoing support after completion of initial training. Works with team lead (if applicable) to ensure training needs are met for both new hires and ongoing training for existing employees.
  18. Ensures training manual is regularly updated and maintained with current policies and procedures.
  19. Serves as a technical resource for questions and troubleshooting. Communicates procedural changes.
  20. Attends regular meetings for new processes or procedures and assists in the training of employees on new processes or procedures.
  21. Maintains strict confidentiality of claimant information, procedural manuals, client/prospect lists, information on new business ventures, and other confidential Allsup information.


Bachelor’s degree preferred.  Supervisory or training experience required. Two (2) to four (4) years business, customer service, or claims handling experience required.


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