Office & Finance

Description: About Us: Optus Bank is on a mission to empower our communities to build wealth and live better financial lives. We've expanded significantly…

We’re seeking a strategic and innovative Senior Training & Performance Excellence Manager to lead the transformation of training for our fully remote contact center, with a strong emphasis on enhancing customer service representative (CSR) performance, fostering a culture of continuous improvement and accountability, and building capacity for complex scenario resolution and critical thinking in a fast-paced environment. The Senior Training & Performance Excellence Manager is responsible for leading the design, delivery, and continuous improvement of training programs for a high-performing contact center. This individual ensures that all customer service representatives (CSRs), team leaders, and support staff are equipped with the knowledge, skills, and tools needed to deliver accurate, compliant, and empathetic service to consumers seeking health coverage through an Affordable Care Act (ACA) Marketplace or Medicaid programs. The successful candidate will bring aptitude and real-world experience preparing frontline teams to navigate high-volume calls, evolving policy, and real-time problem solving, all while leveraging modern tools and technology. At GetInsured, we value leaders who bring energy, empathy, and execution to every challenge. The right candidate for this role will inspire trust through clear and compassionate leadership, embrace feedback, and bring structure to ambiguity. They will thrive in a rapidly evolving environment and be passionate about advancing equity, quality, and access in public health systems. You’re not just a builder, you’re a bridge, connecting strategy to action, people to purpose, and systems to service excellence. The ideal candidate has a deep understanding of the Affordable Care Act, coupled with contact center performance standards, to drive both consumer satisfaction and operational excellence in full compliance with CMS and HIPAA standards. MAGI Medicaid experience is a plus. You’ll oversee a remote training team, drive curriculum development, and work cross-functionally with Product, Platform, and QA teams to ensure our agents are fully aligned with delivering excellence through customer service. You’ll be required to collaborate closely with the QA team to identify performance gaps and continuously refine training programs, ensuring CSRs meet or exceed quality and productivity standards. The systems and tools agents rely on, including AI, Interactive Virtual Assistants (IVA), IVR, Robotic Process Automation (RPA), and Agent Assist capabilities, are shaping the next generation of contact center support and will help agents deliver accurate, empathetic, and high-quality results in every interaction. This is a remote position with periodic in-office and/or travel requirements. Remote Learning Training Strategy & Development Develop and execute the design and deployment of a comprehensive remote training strategy including onboarding, systems usage, modeling and coaching soft skills, complex case handling, documentation, compliance, and escalations Oversee the design and continual update of all ACA-related training content, including eligibility, enrollment, appeals, special enrollment periods (SEPs), premium tax credits, and state marketplace navigation. Ensure remote learning is engaging, practical, and scalable—leveraging tools like Zoom, Teams, LMS platforms, and virtual labs Oversee real-time new hire support and post-training interventions that drive performance enhancements to Average Handle Time, First Call Resolution, Customer Satisfaction Ratings and accurate service delivery metrics Ensure training content adheres to accessibility standards and accommodates diverse learning styles. Leadership & Team Management Manage and mentor a team of training specialists, instructional designers, and facilitators. Provide coaching and performance evaluations to ensure team effectiveness. Strategic Training Leadership Collaborate with leadership to develop a long-term vision and strategic roadmap for training at scale, aligning training initiatives with organizational goals and marketplace changes. Drive change management efforts during periods of rapid policy or platform shifts, ensuring timely training readiness and stakeholder alignment. Champion a culture of continuous improvement, feedback-informed design, and cross-functional accountability. Represent the training function in executive discussions and with client partners as needed to ensure quality and consistency in service delivery. Tech-Integrated Training Development Serve as the primary training liaison to Product, Platform, and Implementation teams to stay ahead of system updates, new features, and automation changes Translate technical changes (AI, IVA, IVR, RPA, Agent Assist) into digestible training content with real-world application for CSRs Ensure every release, whether involving scripting tool decision trees (Yonyx), platform enhancements, or backend logic, has a corresponding training or job aid in place Cross-Functional Coordination Regularly review QA dashboards, scorecards and performance trends in partnership with QA leads to proactively identify training interventions. Participate in state-specific readiness planning to align training needs to client expectations Lead train-the-trainer efforts and knowledge transfer across departments Curriculum Oversight & Continuous Improvement Lead the design and delivery of blended learning solutions (e-learning, instructor-led, virtual, microlearning). Own the lifecycle of training content, build, audit, sunset, and evolve materials based on business need Establish training KPIs tied to operational performance (QA scores, First Call Resolution, complaints, AHT, escalation rates) Foster a knowledge-first culture: real-time coaching, tight documentation, and feedback-informed updates. Ensure training materials are current, impactful, and adaptable; Built for real-world application and quick iteration in response to evolving business, technology, or policy demands. Qualifications – Required 7+ years of experience in Training, Learning & Development, or Operations within a high-volume contact center environment Proven ability to design and implement training strategies that improve QA scores, first call resolution, customer satisfaction, and operational efficiency Experience managing remote training teams and delivering engaging, virtual instruction Familiarity with AI-powered tools such as Agent Assist, Co-Pilot, and Robotic Process Automation (RPA) within call center settings Strong organizational and project management skills, with a demonstrated ability to drive cross-functional initiatives to completion Instructional design certification and expertise in adult learning methodologies and e-learning tools Data-driven mindset with the ability to interpret performance metrics and translate insights into targeted training interventions Qualifications – Preferred Demonstrated ACA Marketplace operations and regulatory compliance (e.g., CMS, HIPAA, PII/PHI handling) Medicaid knowledge a plus. Experience working cross-functionally with Product, Engineering, or SaaS teams Bilingual English/Spanish preferred to support a diverse consumer base. Experience with various learning platforms to include Microsoft's LMS365, Zensai, Canva and Articulate Technical fluency with systems training with demonstrated experience with platforms such as NICE, Yonyx, Scorebuddy, or custom CRM/IVR tools Prefer Metro Atlanta, GA based but others will be considered Key Competencies Training Strategy & Adult Learning Expertise Policy & Compliance Expertise Operational Excellence Strategic Planning and Execution Leadership & Influence Change Agility & Scalability Analytical Mindset & Customer-First Focus on Quality Empathetic Communication Excellence Technology Fluency (AI, IVA, RPA, Agent Assist)

Hours: MONDAY-FRIDAY (8:00a-5:00p) About us Smooth Waters Plumbing is a small family owned company with over 30 years of experience. We proudly service the midlands of South Carolina. We specialize in residential plumbing, sewer, new installation and repair. We are seeking a highly organized and proactive Customer Service Representative to join our team at Smooth Waters Plumbing. As a Customer Service Representative, you will play a crucial role in ensuring the smooth operation of our office and supporting our team of plumbing professionals. The ideal candidate will possess excellent communication skills, attention to detail, and the ability to multitask effectively in a fast-paced environment Required Skills and Qualifications: High school diploma or GED certificate required 2+ years of CSR/Dispatcher in a trade company (Plumbing Preferred) Intermediate computer skills in managing systems Strong organizational and time management skills, with ability to prioritize tasks effectively Excellent communication skill, both written and verbal Ability to work independently with minimal supervision and collaborate effectively as part of a team Flexibility to adapt to changing priorities and work schedules as needed Geographical knowledge of service area and/or map reading skills Knowledge of basic plumbing terminology and industry experience is preferred Essential Job Functions: Manage all incoming calls, texts and emails on multiple platforms while providing prompt and courteous assistance to clients and team Convert incoming calls to scheduled appointments utilizing company script and optimize routes for efficiency Maintain a KPI score of 80% closing rate or higher Maintain and update customer records with complete and accurate information including job tags Manage CRM Software (HouseCall Pro) keeping track of customers and plumbing techs and maintaining efficiency Follow up on open estimates, service plans, home inspections and happy calls Effectively manage conflict resolution with customers and team through clear communication and addressing concerns expediently Assist in creating marketing materials, including brochures, flyers, and digital content through Canva and video editing through CapCut Help manage the company's social media accounts, posting updates, and engaging with followers Send email campaigns to customers through MailChimp Assist in organizing and attending promotional events and networking functions including some nights and/or weekends Provide support to Service and Office Manager in assisting with projects as needed Ability to drive a motor vehicle and maintain a current driver’s license to commute as needed Physical Requirements: Sitting, standing, walking, lifting or carrying, pushing or pulling, reaching overhead, keyboarding, gross manipulation, fine manipulation, driving, stooping, crouching, speaking, ability to hear, understand and distinguish speech Must be able to work assigned schedules as required by job demands. E04JI802i78j407kmj9

Position Summary Responsible for providing quality transactions and efficiency to customers who prefer personal interaction with the Bank. Also responsible for proactively recognizing additional financial needs of customers and referring them to other Bank staff as applicable. Essential Duties and Responsibilities (Other duties may be assigned.) Ensure accurate and timely processing of basic teller transactions such as accepting deposits and loan payments, verifying cash and endorsements, cashing checks within approval limit or obtaining authorization as needed, issuing official checks, taking large commercial deposits, cash advances, etc. Balance daily work in accordance with established Bank policies and procedures. Handle proportionate volume of work based on banking office demands to include Teller Capture. Resolve customer issues and problems in a professional manner or refer to appropriate staff to guarantee customer satisfaction and retention. Support team sales process by identifying and acting upon customer needs or by making the appropriate referral. Participate in team and individual sales goals. Follow bank policies and procedures, security guidelines, and comply with all federal, state and local regulations. Manage risk in every transaction and detect fraudulent transactions to prevent losses Opportunity for cross-training for Customer Service Representative and Teller Supervisor functions. Qualifications High school diploma or equivalent required. Cash handling experience preferred. Effective oral and written communication skills. Excellent customer service and interpersonal skills. Demonstrate willingness and desire to interact in a team environment. Ability to prioritize and multi-task. Ability to compute basic to moderately complex math calculations. Basic problem-solving and analytical skills. Ability to interpret and follow a variety of instructions furnished in written, oral, diagram, or schedule form. Proficiency in using personal computers and office products (e.g., Word, Excel). Salary Range: $15.00 to $16.00 per hour

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This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

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401k with a company match. Handle high volumes of inbound and outbound calls. Keyword Search: customer service, healthcare, now hiring, customer support, credit…