Client Services Supervisor (Processing)
On-siteFort Lauderdale, Florida, United States
Job Summary
Supervise and assign daily work to Customer Service Representatives in back-office processing, ensuring efficient workload distribution and timely completion of assignments. Monitor workflow queues, production levels, and transaction volumes to ensure accuracy, timeliness, and adherence to operational standards. Review completed transactions, applications, and system entries to ensure compliance with Florida Statutes, DHSMV regulations, and internal procedures. Provide employee training, onboarding, coaching, and counseling; conduct performance evaluations and recommend corrective actions. Identify and resolve escalated processing issues, complex discrepancies, and transaction exceptions. Ensure daily balancing and reconciliation of transactions, reports, and operational outputs. Communicate with internal departments and external agencies to resolve operational issues. Assist with implementing procedural updates, workflow changes, and system enhancements. Monitor compliance with internal controls, security procedures, and regulatory requirements while preparing basic operational reports on productivity and performance.
Required Qualifications
- Supervisory experience
- Staff supervision
- Training
- Performance oversight
- Workflow coordination
- Quality control
- Production-based environment experience
- Knowledge of Florida Statutes
- Knowledge of DHSMV regulations
- Knowledge of departmental policies
- Ability to conduct performance evaluations
- Ability to recommend corrective actions
- Ability to identify and resolve escalated processing issues
- Ability to research and resolve complex discrepancies
- Ability to resolve transaction exceptions
- Ability to ensure daily balancing and reconciliation of transactions
- Ability to ensure daily balancing and reconciliation of reports
- Ability to ensure daily balancing and reconciliation of operational outputs
- Ability to communicate with internal departments
- Ability to communicate with external agencies
- Ability to implement procedural updates
- Ability to implement workflow changes
- Ability to implement system enhancements
- Ability to monitor compliance with internal controls
- Ability to monitor compliance with security procedures
- Ability to monitor compliance with regulatory requirements
- Ability to prepare basic operational reports on productivity
- Ability to prepare basic operational reports on performance
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