Director of Verification Services

LOCATION: REMOTE

Ideal candidate will be responsible for overseeing the entire verification process, managing a team of verification specialists, implementing strategies to enhance service quality, and ensuring compliance with industry regulations.

ROLES & RESPONSIBILITIES

• Manage large amounts of incoming phone calls.
• Keep records of customer interactions, process customer accounts and file documents.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Provide accurate, valid and complete information by using the right methods/tools.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers
• Operate as the lead point of contact for any and all matters specific to your accounts.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Continuously assess and improve verification procedures to optimize efficiency and accuracy.
• Implement new technologies and tools to enhance the verification process.
• Collaborate with cross-functional teams to integrate verification services seamlessly into company operations.
• Ensure adherence to industry standards, regulations, and compliance requirements.
• Monitor quality control measures to maintain high accuracy and reliability in verification services.
• Address any issues or discrepancies promptly and implement corrective actions.
• Serve as a point of contact for key clients, addressing their needs, ensuring exceptional service delivery and work towards resolutions. 
• Collaborate with sales and business development teams to identify opportunities for expanding verification services.

LEADERSHIP RESPONSIBILITIES:

• Develop and execute the department's strategic plan in alignment with the company's goals and objectives.
• Provide strong leadership and guidance to a team of verification specialists.
• Establish best practices and operational procedures to streamline verification processes.
• Recruit, train, mentor, and evaluate verification staff to ensure high performance and productivity.
• Foster a collaborative and supportive work environment that encourages teamwork and professional growth.
• Conduct regular team meetings and performance reviews to ensure objectives are met.

Knowledge, Skills and Abilities:

• Experience delivering client-focused solutions to customer needs.
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
• Excellent listening, negotiation, and presentation abilities.
• Strong verbal and written communication skills.
• Upbeat personality to bring to the department.
• Customer orientation and ability to adapt/respond to different types of characters.
• Ability to multitask, prioritize, and manage time effectively.
• Excellent communication, interpersonal, and negotiation abilities.
• Ability to thrive in a fast-paced, deadline-driven environment.

REQUIREMENTS AND QUALIFICATIONS

• Bachelor's degree or 5+ years of progressive experience in verification services or a related field, with at least 5+ years in a leadership or managerial role.
• In-depth knowledge of industry regulations, compliance standards, and best practices.
  Proven track record of successfully leading and managing teams.
• Strong analytical, problem-solving, and decision-making skills.