About this role
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers . If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post. JOB SUMMARY/PURPOSE Responsible for developing, maintaining, and growing operational relationships with state regulatory officials and key staff members. Oversees the resolution of all customer complaints received through multiple channels when not resolved in the Customer Service Center. 24 hour point of contact for Jurisdictional Lead Team members for resolution of direct contact customer issues during/after hours. Manages a staff of employees who have responsibility for SOX compliance, customer service system data integrity, and for professional support of peers in customer service systems and issues. JOB DUTIES/RESPONSIBILITIES Develops, maintains, and grows professional operational relationships with State regulatory officials and their staff members for the purpose of responding to inquiries regarding customer service and customer complaints about service. Develops, maintains, and grows professional working relationships with peers inside the organization which facilitate the efficient and effective resolution of customer inquiries, issues, and concerns. Responsible for ensuring that customer service processes, systems, policies, and actions are compliant with jurisdictionally specific regulatory rules and regulations. Single point of contact for Corporate Executives and Jurisdictional Lead Team members for resolving direct contact customer and key constituent inquiries, issues, and concerns. Jurisdictional gateway for System Support organizations in approving and communicating system modifications and major issue recovery processes. Oversight of a staff of employees responsible for the investigation and resolution of all customer complaints received through multiple channels which are not resolved within the Customer Service Center. Staff responsibility for annual rate reviews for Texas