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Actuarial Analyst CalOptima Join Us in this Amazing Opportunity The Team You'll Join We are a mission driven community-based organization that serves member health with excellence and dignity, respecting the value and needs of each person. If you are ready to advance your career while making a difference, we encourage you to review and apply today and help us build healthier communities for all. More About the Opportunity We are hoping you will join us as a Actuarial Analyst and help shape the future of healthcare where you'll be an integral part of our Financial Analysis team, helping to strive for excellence while we serve our member health with dignity, respecting the value and needs of each of our members through collaboration with our providers, community partners and local stakeholders. This position has been approved to be Partial Telework. 
<ul>
<li> If telework is approved, you are required to work within the State of California only and if Partial Telework, also come in to the Main Office in Orange, CA, at least two (2) days per week minimum. </li>
</ul>
 The Actuarial Analyst will provide analytical and actuarial support to more senior team members for the month-end Incurred But Not Reported (IBNR) reserve, semi-annual Chronic Illness and Disability Payment System (CDPS) risk score and annual rate development template. You will also support the Manager Actuary and other departments throughout CalOptima Health and may participate in ad-hoc projects. Together, we are building a stronger, more equitable health system. Your Contributions To the Team: 
<ul>
<li>95% - Program Support
<ul>
<li>Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability.</li>
<li>Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department.</li>
<li>Assists in preparing, analyzing and reporting the monthly IBNR reserve estimate.</li>
<li>Assists in preparing and analyzing the semi-annual CDPS risk score and reporting the financial impact for the risk score adjusted capitation rate.</li>
<li>Reconciles the monthly paid claim between Facets reports and the data warehouse.</li>
<li>Reconciles and analyzes the weekly pharmacy invoices with the data warehouse.</li>
<li>Assists in preparing standard reports related to claims data and/or reserve estimation for internal and external auditors. </li>
</ul>
</li>
<li>5% - Other
<ul>
<li>Completes other projects and duties as assigned. </li>
</ul>
</li>
</ul>
 Do You Have What the Role Requires? 
<ul>
<li>Bachelor's degree in actuarial science, mathematics, finance, economics, business administration or related field PLUS 1 year of experience with spreadsheets and databases required; an equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying.</li>
</ul>
 You'll Stand Out More If You Possess the Following: 
<ul>
<li>Master's degree in actuarial science, mathematics, finance, economics, business administration or related field. </li>
<li>Minimum of 1 actuarial exam with a passing score. </li>
<li>Actuarial experience or equivalent. </li>
<li>Experience with managed health care programs and financial modeling.</li>
</ul>
 What the Regulatory Agencies Need You to Possess? 
<ul>
<li>N/A</li>
</ul>
 Your Knowledge &amp; Abilities to Bring to this Role: 
<ul>
<li>Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds. </li>
<li>Work independently and exercise sound judgment.</li>
<li>Communicate clearly and concisely, both orally and in writing.</li>
<li>Work a flexible schedule; available to participate in evening and weekend events.</li>
<li>Organize, be analytical, problem-solve and possess project management skills.</li>
<li>Work in a fast-paced environment and in an efficient manner.</li>
<li>Manage multiple projects and identify opportunities for internal and external collaboration.</li>
<li>Motivate and lead multi-program teams and external committees/coalitions.</li>
<li>Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment.</li>
</ul>
 Your Physical Requirements (With or Without Accommodations): 
<ul>
<li>Ability to visually read information from computer screens, forms and other printed materials and information.</li>
<li>Ability to speak (enunciate) clearly in conversation and general communication.</li>
<li>Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions.</li>
<li>Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.</li>
<li>Lifting and moving objects, patients and/or equipment 10 to 25 pounds</li>
</ul>
 Ways We Are Here For You 
<ul>
<li>You'll enjoy competitive compensation for this role.
<ul>
<li>Our current hiring range is: Pay Grade: 310 - $72,096 - $115,353 ($34.66 - $55.4582). 
<ul>
<li>The final salary offered will be based on education, job-related knowledge and experience, skills relevant to the role and internal equity among other factors. </li>
</ul>
</li>
</ul>
</li>
<li>This position is approved for Partial Telework (**If the position is Telework, it is eligible in California only**) </li>
</ul>
 *This position will be from 7:30 am to 4:00 pm daily, with in-office attendance required three (3) days a week on Tuesdays, Wednesdays, and Thursdays. **The first week of every month the position will be in the office Monday - Friday from 7:30 am to 4:00 pm daily. 
<ul>
<li>A <a href="https://apptrkr.com/get_redirect.php?id=6856022&amp;targetURL=https://www.caloptima.org/en/careers#benefits" target="_blank">comprehensive benefits package</a> </li>
<li>CalPERS pension program and additional retirement packages. </li>
<li>Additional benefits and perks including:
<ul>
<li>A generous PTO program</li>
<li>A quality work life balance</li>
<li>Various wellness programs</li>
<li>Tuition Reimbursement</li>
<li>Professional development opportunities</li>
<li>Career development opportunities</li>
<li>Flexible scheduling</li>
<li>And the satisfaction of knowing your work directly impacts and improves healthcare access for thousands of individuals and families.</li>
</ul>
</li>
</ul>
 Our Work Environment: If located at the 500, 505 Building or a remote work location: 
<ul>
<li>Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed.</li>
<li>There are no harmful environmental conditions present for this job.</li>
<li>The noise level in this work environment is usually moderate.</li>
</ul>
 If located at PACE: 
<ul>
<li>Work is typically indoors in a clinical setting serving the frail and elderly.</li>
<li>There may be harmful or hazardous environmental conditions present for this job.</li>
<li>The noise level in this work environment is usually moderate to loud.</li>
</ul>
 If located in the Community: 
<ul>
<li>Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. </li>
<li>Employee will occasionally work outdoors in varied temperatures.</li>
<li>There may be harmful or hazardous environmental conditions present for this job.</li>
<li>The noise level in this work environment is usually moderate to loud.</li>
</ul>
 Why Join Us? We believe that diverse perspectives drive innovation. Each employee brings a unique perspective to the overall team and we value everyone's input and we are committed to creating an inclusive environment where you and every team member can thrive while making a meaningful impacts on our community members. Our team reflects and represents the communities we serve, and we welcome candidates from all backgrounds who share our commitment to accessible, quality healthcare. What's Your Next Step? All Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. Do NOT miss out. If you want to join our team, the deadline for the first review of applications is January 27, 2026 at 9:00 PM (PST). We are encouraging you to apply early. If you apply after the first review date, your application is not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date. Our Commitment to You Your application and resume will be reviewed by a dedicated recruiter to this position. If your experience matches what we need, we will reach out to you to discuss the next steps. The selection process may include, but is not limited to, a skills assessment, phone screen and interview. If you make it through the steps above and are selected for this exciting role, you will be required to undergo a reference and a background check (to include a conviction record) and if applicable also pass a drug screening and/or a post-offer pre-employment medical examination (for specific positions) If you are an Internal CalOptima Health applicant, please apply through the internal portal on InfoNet. We will make sure to keep you updated through each step of the process on your candidate portal. Please make sure to watch for updates on your candidate portal and you emails which will be sent to the email address you listed on your application. Please check your email, including your SPAM folder, regularly throughout the recruitment process. CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable and welcoming so we can truly be Better Together. CalOptima Health is an equal opportunity employer and makes all employment decisions on the basis of merit. CalOptima Health wants to have qualified employees in every job position. CalOptima Health prohibits unlawful discrimination against any employee, or applicant for employment, based on race, religion/religious creed, color, national origin, ancestry, mental or physical disability, medical condition, genetic information, marital status, sex, sex stereotype, gender, gender identity, gender expression, transitioning status, age, sexual orientation, immigration status, military status as a disabled veteran, or veteran of the Vietnam era, or any other consideration made unlawful by federal, state, or local laws. CalOptima Health also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has, or is perceived as having, any of those characteristics. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation at (714) 246-8400 if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. To apply, please visit: <a href="https://apptrkr.com/6856022" target="_blank">https://jobs.caloptima.org/jobs/actuarial-analyst-505-city-parkway-west-california-united-states-418e20e6-bd07-4ee7-a698-193cf111cc74</a> Copyright 2025 Jobelephant.com Inc. All rights reserved. <a href="https://www.jobelephant.com/" target="_blank">Posted by the FREE value-added recruitment advertising agency</a> jeid-da28fcda5590e247a59a2cc227a41cbc

Actuarial Analyst

Director, Talent Management Posting Number: 74-2024 Department: Human Resources - Dept Employee Group: Exempt Status: Full-time Starting Salary Range: TBD Compensation Details: Excellent benefits package. <a href="https://drive.google.com/file/d/1ZnfOKC25PivtkN-CefgOZDTn7fgZ_1W8/view?usp=sharing" target="_blank">Click here</a> to view our benefits summary. Position Summary Purpose: The Director of Talent Management is a key strategic partner to the Assistant Vice President (ASVP) and Associate Vice President (AVP) in the Human Resources Office (HRO). This role is responsible for driving talent acquisition, development, performance management, and compensation strategies to meet the college's organizational goals and ensure the success of its talent initiatives. Core Responsibilities:
<ol>
<li>Talent Acquisition: Oversee all hiring processes to ensure an efficient pipeline and a strong talent pool. Develop innovative recruitment strategies, proactively forecast future talent needs, and manage the Applicant Tracking System (ATS).</li>
<li>Talent Development &amp; Onboarding: Lead employee development programs, including new leadership onboarding. Collaborate with leadership on onboarding strategies and optimize learning methodologies.</li>
<li>Performance Management: Design and manage performance frameworks, including goal-setting and evaluations. Support managers in creating performance measures and ensuring alignment with strategic objectives.</li>
<li>Compensation Management: Develop and oversee compensation programs aligned with industry standards. Conduct market analyses and ensure compliance with relevant regulations.</li>
 </ol>
 Supervisory Responsibility: Supervise two HR Coordinators and a Compensation Analyst. Minimum Requirements 
<ol>
<li>Education: Bachelor's degree.</li>
<li>Experience: Seven (7) years of experience across at least two talent management functions (acquisition, development, or performance management), plus four (4) years in a supervisory role.</li>
<li>Technical Skills: Proficiency with automated HR systems (e.g., ATS), office productivity tools, and process improvement technologies.</li>
<li>Customer Service: Strong interpersonal, problem-solving, and conflict resolution skills.</li>
<li>Diversity Awareness: Sensitivity to diverse backgrounds and the ability to work with individuals from varied academic, cultural, and socioeconomic backgrounds.</li>
<li>Analytical Skills: Strong research, documentation, and problem-solving skills.</li>
<li>Project Management: Ability to manage multiple projects and meet deadlines in a fast-paced environment.</li>
</ol>
 Additional Desirable Qualifications 
<ol>
<li>Experience in a unionized, public-sector environment.</li>
<li>Training in organizational psychology or a related field.</li>
</ol>
 Physical Requirements/Working Conditions 
<ol>
<li>Ability to remain in a stationary position for several hours approximately 20% of the time.</li>
<li>Frequent use of personal computers and office technology.</li>
<li>Ability to move throughout campus and the community.</li>
<li>Constant communication with others.</li>
<li>Ability to occasionally move boxes, files, or materials weighing up to 30 pounds.</li>
</ol>
 Work Schedule This is an exempt, full-time position. Flexibility is required to meet the needs of the College, including occasional evening and/or weekend hours. Mott Community College recognizes that remote work can benefit the student, employee and College and will permit employee duties to be performed remotely when it is appropriate, reasonable and feasible based on the College's mission and priorities. MCC employees follow a well-defined remote work program. The opportunity for remote work is reviewed on a case by case basis and dependent on many factors including the nature of the job duties and person's suitability for remote work. All hybrid work opportunities are approved by the immediate supervisor and Executive member. Additional Information First consideration given to internal candidates. Degree must be conferred by offer date. Visa sponsorship is not available. The College is unable to assist with travel and/or relocation expenses. Selected candidates must submit to a drug test and criminal background check. The College reserves the right to cancel the search at any time. Application Deadline Open until filled Additional Application Deadline Information The College reserves the right to close the recruitment process once a sufficient applicant pool has been identified. Equal Opportunity Statement As an equal opportunity institution, the College encourages diversity and provides equal opportunity in education, employment, all of its programs, and the use of its facilities. The College does not discriminate in educational or employment opportunities or practices on the basis of race, sex, color, religion, gender, national origin, veteran's status, age, disability unrelated to an individual's ability to perform adequately, sexual orientation, or any other characteristic protected by law. Title IX Coordinator Contact Information: 1401 E. Court St., Prahl College Center (PCC- 2030G), Flint, MI 48503, (810) 762-0024. Title II, ADA, Coordinator Contact Information: 1401 E. Court St., Curtice-Mott Complex (CM-1024), Flint, MI 48503, (810) 762-0373. Section 504 Coordinator Contact Information: 1401 E. Court St., Prahl College Center (PCC- 1130), Flint, MI 48503, (810) 762-0191. For full job description and to apply, visit <a href="https://apptrkr.com/6853146" target="_blank">https://mcc.peopleadmin.com/postings/3041</a> Copyright ©2025 Jobelephant.com Inc. All rights reserved. <a href="https://www.jobelephant.com/" target="_blank">Posted by the FREE value-added recruitment advertising agency</a> jeid-483e1af187dfc74e802c6b0fcd0c3194

Director, Talent Management

<h3>Job Description</h3>
Job DescriptionDescription:
Job Title:
Customer Service Analyst
Date Revised:
12/05/2025
Department:
Customer Service
Status:
Hourly, Non-Exempt
Reports to:
Customer Service Manager
Position:
The purpose of Customer Service is to facilitate orders from the time they are accepted until the time they are submitted by the appraiser, which includes speaking to appraisers, clients, handling updates and managing issues/deficiencies along the way. It is also their duty to provide excellent service which will ensure client retention and growth.
Primary Duties:
<ul>
<li>Being the first line of action when an individual calls in. Quantified incoming calls (20-30 per rep), Quantified outgoing calls (40-60 per rep)</li>
<li>Confirm who is calling and what file it pertains too. If there is not a Customer Service issue or update, they are to transfer to the correct employee.</li>
<li>Daily chain of tasks: NPAS email, System messages/updates, Call Lates, Call for submission confirmation on Due orders, Accepted, Holds, Re-call Late Files, Review file, Check new Accepted for contracts/star rate appraisers. </li>
<li>Communicate order status with other departments, vendors, clients.</li>
<li>Loop managers in with internal issues if no resolution for over 48 hours.</li>
<li>Manage a pipeline of 200-300 orders.</li>
</ul>
Occasionally a situation may present itself that some responsibility overlaps departments, if you are unsure of what direction to take, seek advice from your supervisor.
 
Second Level Tasks: (To be discussed with Supervisor and potentially designated)
<ul>
<li>Third Party Non-Integrated websites depending upon client needs.</li>
<li>Helping team out with questions when supervisor unavailable</li>
<li>Overtime is available seasonally for certain tasks (messages/lates) on evenings or holidays while no manager is present.</li>
</ul>
Performance Measurement: Progress is measured through 90-day and annual employee evaluations. The evaluation process includes being evaluated against the company’s objectives.
<ul>
<li>Attendance: Measures the employee’s punctuality and reliability.</li>
<li>Job Knowledge: Measures how well the employee handles assignments with minimal direction.</li>
<li>Required training/seminars/course completed in a timely manner.</li>
</ul>
Personal Relations: Measures the employee’s ability to get along with supervisors, peers, customers and appraisers alike.
<ul>
<li>Operational Standards: Measures the employees’ work and how it relates to the standards of the company.</li>
<li>Customer Satisfaction: Measures how fast, friendly, and accurate service is provided to each customer.</li>
</ul>
Requirements:
Qualifications:
Education: High School Diploma or equivalent.
Remote Work Requirement: must have strong computer skills. The ability to self-diagnose simple computer issues like Wi-Fi, running windows updates, set up computer/ docking station/ screens.
Must have the ability to associate and work well with others including co-workers, vendors, suppliers and customers.
Must have 1-3 years’ experience in the customer service field or related field.
Must have strong phone skills - Being able to communicate effectively, good listening skills, deal with difficult calls, problem solve.
Be able to work in a fast-paced environment.
Must be able to multitask.
Skillsets which are a plus:
General knowledge of mortgage/processing, underwriting or appraisals.
Bilingual speaking.
Job Environment:
Work From home. You must have a dedicated workspace where you have internet access and are able to take calls in a volume-controlled environment.
Working Hours: Monday – Friday, 8:30a.m. – 5:30p.m. Hours may change depending on business needs.
Predictable and regular attendance is required.
Physical Requirements: 
Prolonged periods of sitting (up to 7 hours) at a workstation operating a PC 
Heavy data entry (a significant amount of typing on a keyboard and repetitive motion with a mouse) 
Focusing/looking at a computer monitor for extended periods
Reading documents in print and electronically
Bending, twisting and stooping required on a regular basis
Use of a telephone to make and receive calls

Customer Service Analyst

<h3>Job Description</h3>
Job Description
 At Ten our goal is simple, to become the most trusted service business in the world.  
We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees.   
We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?  

As a Service Excellence Quality Assurance Manager, you will act as an independent guardian of service standards within the business, assessing and understanding the quality of our service delivery to members. You will work alongside the Training, Client Services and the Operations teams to ensure we consistently improve in line with corporate requirements as well as our vision to become the most trusted company in the world delivering personalized services to individuals.

Reasonable Accommodations Statement 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Manage Ten North America’s QA (Quality Assurance) standards and processes. 
· Manage the QA process to ensure calls and requests are monitored and scored on time each month within each team. This will require:
- Selecting calls, emails, and requests to be monitored each month (target will be set by Team Manager)
- Completing review of calls, emails, requests through internal system (Genesys call &amp; screen recording) 
- Documenting &amp; scoring calls, emails and requests within the QA form and uploading into Ten Data
- If urgent attention is required to alert Lifestyle Manager, Training or Team manager of issue, and work with the Team Manager, Training or Allocator to ensure the action is delegated and completed on time.
· Guardian check of all outbound emails through Email Proof Reading inbox including reporting &amp; coaching in real-time 
· Work with the training team to ensure all corporate program-specific expectations are understood and communicated to TMs, LMs and the rest of the Ops team.
· Manage initiatives &amp; projects as they apply to quality such as Audits, homepage reviews, spot checks, email proof reading, SIP, etc..
· Training and coaching of the new hires on CX best practices (i.e Introducing QA, QA form, CX score, EPR)
· Assisting lifestyle managers by answering questions within internal communication (i.e. team chats, emails, phone etc)
· Lead on internal calibration sessions

2. Identify opportunities and work with the internal stakeholders to drive service improvements. 
· Coach Team Managers and Lifestyle Managers on Ten &amp; client requirements for service improvement and best practice 
 i. Coaching sessions can include in-person side by side and virtual coaching sessions.
 ii. Participate in team huddles for specific updates on service improvement. 
· Contribute to a forum with Operations Manager and key stakeholders (would include client services, operational TM, Training, CX, Proposition) to identify and understand opportunities to improve (trends) within the business.
· Participate in Service Improvement meetings to prioritizes the issues that will make the biggest improvements to service quality that will be noticed by the client and the member.
· Work with the service delivery teams to put solutions in place and assess the success of changes made through targeted quality audits.
· Where appropriate, lead on projects that improve the service across teams and schemes.
· Attend train the trainer and regular refresher sessions to build and maintain your knowledge of corporate programs.
· Deliver training/coaching with a focus on practical learning, running group role-plays and test calls based on real-life scenarios if needed. 
· Assist in creating new coaching techniques and programs to drive improvements.

3. Client Facing and Internal Reporting 
· Lead and present in call listening sessions with Client.
· Prepare trend CX reporting (QA, EPR, etc) in a format ready to present to internal stakeholders to enable them to drive informed and targeted service improvements initiatives.
· Report back to the business on your areas of responsibility and contribute to the ongoing review and documentation of best practice business processes and standards. 
· Prepare and provide reporting to Lifestyle Managers and Team Manager on performance at individual or team level.

4. Supporting Operations 
· Assist the Operations team with SLAs, including but not limited to taking calls/emails to cover lines, handling internal or external supplier issues, and creating TTS (internal back office) when needed.
· Provide support that may vary from month to month based on business priorities.

5. Adherence to Escalation Processes and Communication to Support Internal CX Team:
· Ensures complaints are managed within SLA and across individual teams
· Assist in managing any complaints raised by corporate contacts, providing analysis and summarizing process changes following internal best practices for SLAs and communication.
· Lead efforts to decrease negative feedback and increase positive feedback by providing feedback to Lifestyle Managers and Team Managers to accurately record, enabling us to learn from mistakes and ensure improvements are made by all service delivery teams.

6. Other duties as reasonably required.
· Handle administrative support activities, which include, but are not limited to answering inquiries, maintaining calendar, distributing information and sending/receiving mail. 
· Manager on Duty: may be required periodically 
· Support global or regional initiatives to enhance service quality or drive revenue efforts.

BEHAVIORAL EXPECTATIONS: You will be expected to role model the behaviours associated with our values: Member Focused, Trustworthy, and Pioneering. This means you will deliver the highest level of service to our clients and treat all Ten employees you train as your personal clients. You will be resourceful in finding ways to improve training programs and streamline processes for future efforts, promoting efficiency of resources and business practices.

Requirements
EDUCATION/EXPERIENCE:
· Bachelor’s degree or an equivalent combination of education and experience
· Minimum of 1 year of experience in quality assurance, preferably in a customer service or related industry
· Proven experience in a client-facing role, including leading and presenting in meetings.
· Demonstrated coaching and training experience, either through managing teams or as a trainer
· Language requirement both proficiency in local language (English) both written and spoken.

KNOWLEDGE, SKILLS &amp; ABILITIES: 
· Flexibility to work on different shifts to cover all coaching and workload schedules, including late nights and weekends.
· Dependable: Able to work scheduled shifts; be on time, no unjustified absences (6 months)
· Communication - your communication style is confident and persuasive with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with management and business partners.
· Passion for the client, member, and service delivery standards – You are an advocate for the client/member, you can demand excellence from others.
· Tactful - Ability to show consideration for and maintain good relations with others. 
· Discretion – Ability to handle sensitive and confidential company matters
· Common Sense - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. 
· Responsible - Accountability for one’s conduct.
· Independence - Ability to work independently with minimal supervision, be self-motivated.
· Attention to Detail - Ability to pay attention to the minute details of a project or task.
· Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
· Project Management – Ability to organize and direct a project to completion.
· Multitasker – Ability to juggle multiple priorities simultaneously.
· Accuracy - Ability to perform work accurately and thoroughly.
· Computer Proficiency - excellent computer skills in MS Office, CRM tools, and Internet.

WORK ENVIRONMENT: 
Open Office Environment

Benefits
<ul>
<li>401(k)</li>
<li>Dental insurance</li>
<li>Employee assistance program</li>
<li>Employee discount</li>
<li>Flexible spending account</li>
<li>Health insurance</li>
<li>Health savings account</li>
<li>Life insurance</li>
<li>Paid time off</li>
<li>Parental leave</li>
<li>Retirement plan</li>
<li>Tuition reimbursement</li>
<li>Vision insurance</li>
</ul>

Customer Service Quality Analyst

<h3>Job Description</h3>
Job Description
Overview
SP+, a Metropolis company, is an artificial intelligence company for the real world. We use computer vision to enable checkout-free parking experiences. So there’s no fumbling with tickets, machines, apps, or credit cards. You just “drive in and drive out.”

We are the largest parking network in America, with over 23,000 employees powering mobility at over 4,000 locations across North America and Europe.

Today, we are reinventing parking. Because it’s important, it's everywhere and impacts everyone. Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working, and playing remarkable - giving us back our most valuable asset, time.

 
Responsibilities
Overview
We are seeking a Customer Service Manager / Analyst to serve as a dedicated resource focused on improving customer experience, operational efficiency, and system reliability across multiple parking technology platforms. This role will play a critical part in identifying system gaps, strengthening integrations, enhancing reporting accuracy, and driving process improvements that directly impact operations and Net Promoter Score (NPS).
The ideal candidate will have strong analytical skills, cross-functional collaboration experience, and the ability to translate system findings into actionable improvements, training, and documentation.
Systems Scope
This role is responsible for supporting and optimizing the following systems and related integrations:
<ul>
<li>
TIBA
</li>
<li>
TEZ
</li>
<li>
Aeroparker
</li>
</ul>
Key ResponsibilitiesProcess Improvement &amp; Compliance
<ul>
<li>
Review existing processes, policies, and reporting requirements to ensure they are accurately documented and fully integrated with TIBA, TEZ, and Aeroparker systems.
</li>
<li>
Evaluate and refine reporting processes to improve clarity, accuracy, and efficiency.
</li>
<li>
Build upon prior SOP updates by identifying opportunities for more effective workflows and task completion.
</li>
<li>
Review audit reports and operational processes to identify gaps or risks.
</li>
<li>
Research system-related issues and collaborate with IT and other stakeholders to resolve technical and connectivity challenges.
</li>
<li>
Develop, update, and maintain system-specific Standard Operating Procedures (SOPs).
</li>
<li>
Proactively report findings, action plans, and solutions to leadership.
</li>
<li>
Attend all equipment-related meetings to stay informed on system changes and issues.
</li>
</ul>
Customer Service &amp; Vulnerability Assessment
<ul>
<li>
Partner with Accounting, IT, and Operations teams to investigate customer feedback, service issues, and system-related complaints.
</li>
<li>
Identify root causes of customer issues and system vulnerabilities, addressing both immediate concerns and long-term improvements.
</li>
<li>
Respond directly to guest complaints, providing resolution, education, and feedback when appropriate.
</li>
<li>
Educate staff and leadership on findings, system usage, and best practices.
</li>
<li>
Oversee and support the customer service team to ensure consistent service standards.
</li>
<li>
Train Assistant Facility Managers (AFMs) and above on updated processes and operational standards.
</li>
</ul>
Reservation Management &amp; Closed-Lot Oversight
<ul>
<li>
Manage and oversee reservation-only and “closed lot” sequencing processes to ensure accuracy and prevent revenue loss.
</li>
<li>
Review occupancy counts, lot status, and reporting for accuracy.
</li>
<li>
Work with managers to:
<ul>
<li>
Ensure lot counts are correct and updated in real time.
</li>
<li>
Prevent premature lot closures.
</li>
<li>
Ensure no valid reservations are turned away.
</li>
<li>
Establish clear plans for diverting drive-up customers and tracking activity.
</li>
</ul>
</li>
<li>
Attend all Helm and Aeroparker meetings to stay current on reservation rules, system updates, and operational changes.
</li>
</ul>

 
Qualifications

<ul>
<li>
High school diploma or equivalent required; bachelor’s degree preferred.
</li>
<li>
Minimum of three (3) years of experience in a customer service, operations, or administrative support role.
</li>
<li>
Excellent verbal and written communication skills, with strong grammar and spelling proficiency.
</li>
<li>
Demonstrated ability to manage time effectively, prioritize tasks, meet deadlines, and handle multiple responsibilities simultaneously.
</li>
<li>
Strong analytical, interpersonal, and problem-solving skills.
</li>
<li>
Self-starter with the ability to work independently, prioritize workload, delegate when appropriate, and lead or motivate others with minimal supervision.
</li>
<li>
Highly reliable and punctual; flexible, well organized, diplomatic, and capable of managing a high-volume workload.
</li>
<li>
Strong typing skills with speed and accuracy (preferred minimum of 40 WPM).
</li>
<li>
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace tools (Gmail, Calendar, Docs).
</li>
<li>
Prior experience working with databases or enterprise systems (e.g., AS400) is a plus.
</li>
<li>
Ability to interact professionally and courteously with clients, customers, employees, office personnel, and contractors.
</li>
<li>
Knowledge of modern office practices and procedures.
</li>
<li>
Maintains a professional appearance and presentation.
</li>
</ul>

Salary Range: $38.50 per hour
 
Benefits: Eligible employees will participate in the various benefits plans including medical, dental, vision, flexible spending accounts, long/short term disability, life insurance, accident insurance, 401k and paid time off.

SP+ is an equal opportunity employer committed in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, color, ancestry, religion, sex, age, national origin, citizenship status, marital status, sexual orientation, veteran status, gender identity, disability or other classes protected by federal or state law. SP+ does not tolerate harassment or retaliation against any employee or applicant based on these characteristics or because the individual exercised their EEO rights.

Right to Work Poster
SP+, a Metropolis Company, may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities listed in the job posting. 

As part of this process, SP+ retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records. 

If you are an applicant to a New York City job posting and wish to request an alternative selection process accommodation or have questions about our data retention policy, please contact <a href="mailto:Recruit@spplus.com" target="_blank">Recruit@spplus.com</a>. We are here to assist you.

Customer Service Manager/ Systems Analyst

<h3>Job Description</h3>
Job DescriptionBenefits: 
<ul>
<li>401(k)</li>
<li>401(k) matching</li>
<li>Competitive salary</li>
<li>Dental insurance</li>
<li>Health insurance</li>
<li>Opportunity for advancement</li>
<li>Paid time off</li>
<li>Training &amp; development</li>
<li>Vision insurance</li>
</ul>
 Data Analyst &amp; Customer Service Representative Location: Kingstree, SC Reports To: Customer Service Manager &amp; Senior Management About Us: Were looking for a dynamic professional to join our team in a unique role that blends customer service with data analysis. If you enjoy helping customers and turning insights into action, this is the perfect opportunity. Youll be the bridge between our customers experience and our operational excellence, ensuring satisfaction while helping our business run smarter. What Youll Do: Customer Service 
<ul>
<li>Serve as the primary point of contact for customer inquiries via phone, email, and chat.</li>
<li>Provide order support: confirmations, shipment tracking, account updates.</li>
<li>Process new orders, changes, cancellations, and returns in line with company policies.</li>
<li>Resolve customer concerns with professionalism and efficiency, fostering long-term satisfaction.</li>
<li>Maintain accurate records of customer communications and transactions in FDM4.</li>
<li>Collaborate with sales, logistics, and accounting teams to ensure smooth order fulfillment.</li>
</ul>
Data Analysis 
<ul>
<li>Monitor and maintain accurate stock levels across all warehouses in FDM4 ERP.</li>
<li>Conduct regular inventory audits and reconcile discrepancies between physical and system records.</li>
<li>Track product movement and identify trends, including best sellers and slow movers.</li>
<li>Collaborate with purchasing and planning teams to forecast demand and avoid stockouts.</li>
<li>Generate inventory reports and provide actionable insights for management.</li>
<li>Support warehouse operations through accurate inventory transfers and adjustments.</li>
<li>Partner with leadership to translate data insights into strategic initiatives.</li>
<li>Assist in forecasting service demand and resource allocation using data models.</li>
</ul>
What Were Looking For: 
<ul>
<li>Bachelors degree in Business Administration, Data Analytics, Communications, or a related field or equivalent professional experience.</li>
<li>2+ years of experience in customer service and/or data analysis (hybrid experience preferred).</li>
<li>Strong analytical and critical thinking skills; proficiency in Excel &amp; Power BI.</li>
<li>FDM4 experience is a plus.</li>
<li>Excellent verbal and written communication skills.</li>
<li>Ability to manage multiple priorities and seamlessly switch between customer-facing and analytical tasks.</li>
<li>Customer-first mindset with a focus on continuous improvement.</li>
</ul>
Desired Traits: 
<ul>
<li>Comfortable working cross-functionally between technical and non-technical teams.</li>
<li>Naturally curious and enjoys digging into data to tell a story.</li>
<li>Calm under pressure with strong conflict-resolution skills.</li>
<li>Meticulous yet able to see the bigger picture.</li>
</ul>
Why Youll Love Working Here: 
<ul>
<li>On-site role in Kingstree, SC</li>
<li>Opportunity to work on both customer experience and data-driven projects</li>
<li>Collaborative team environment</li>
<li>Chance to make a real impact on operations and strategy</li>
</ul>

<h3>Job Description</h3>
We are seeking a Customer Service Analyst to support and enhance our Global Customer Service (CS) operations through analytics, reporting, and data-driven insights. In this role, you’ll play a critical part in improving efficiency across CS Operations and digital properties (such as the Help Center and Contact Us pages). You will lead analyses to evaluate digital performance, develop creative approaches to measure business impact, and drive actionable recommendations that improve the customer experience.
This position offers the opportunity to collaborate with cross-functional teams, develop deep expertise in customer service analytics, and influence strategic decisions that shape our customer support ecosystem.
About You
<ul>
<li>Curious: You have a natural desire to explore, question, and understand the “why” behind data trends. You’re a lifelong learner who enjoys testing hypotheses and uncovering insights.</li>
<li>Analytical: You’re skilled at solving complex problems with data and can translate abstract challenges into measurable, actionable solutions.</li>
<li>Proactive: You take initiative, drive progress with minimal direction, and aren’t afraid to challenge the status quo to find innovative solutions.</li>
<li>Passionate: You love data. You enjoy using analytics to uncover opportunities, optimize processes, and elevate the customer experience.</li>
</ul>
Key Responsibilities
Data Analysis &amp; Insights
<ul>
<li>Gather, manipulate, and analyze data to answer both defined and open-ended business questions.</li>
<li>Identify root causes of operational issues and make data-driven recommendations for improvement.</li>
<li>Apply statistical techniques to support decision-making and performance measurement.</li>
</ul>
Data Visualization &amp; Reporting
<ul>
<li>Create intuitive dashboards, reports, and visualizations that communicate insights effectively to both technical and non-technical stakeholders.</li>
<li>Partner with business leaders to define key metrics and build reporting frameworks that track performance across digital customer touchpoints.</li>
</ul>
Project &amp; Experimentation Support
<ul>
<li>Support CS initiatives throughout their lifecycle — from ideation and opportunity sizing to impact analysis and reporting.</li>
<li>Contribute to the design, setup, and analysis of A/B tests, providing insights to guide optimization efforts.</li>
</ul>
Digital Analytics &amp; Optimization
<ul>
<li>Serve as a subject matter expert on digital analytics best practices and tools.</li>
<li>Profile customer segments, uncover behavioral trends, and identify opportunities for digital experience optimization.</li>
<li>Develop and maintain processes for analytics collection, quality control, and governance across CS digital properties.</li>
</ul>
Data Integration &amp; Tool Enablement
<ul>
<li>Support the configuration and integration of analytics platforms and tools.</li>
<li>Connect digital analytics data with enterprise reporting environments such as Tableau and AWS QuickSight to enable holistic performance measurement.</li>
</ul>
Basic Qualifications
<ul>
<li>Bachelor’s degree in Engineering, Business Analytics, Information Systems, Statistics, or another quantitative field.</li>
<li>5+ years of experience in analytical roles, including 1+ year in digital analytics.</li>
<li>Proficiency in SQL, Python, and advanced Excel for data manipulation and analysis.</li>
<li>Hands-on experience with Adobe Analytics and A/B testing tools (Adobe Target preferred).</li>
<li>Strong understanding of data concepts such as databases, ETL, and data quality.</li>
<li>Experience creating interactive dashboards using tools like Tableau or AWS QuickSight.</li>
<li>Proven ability to translate complex data into clear, actionable insights for senior stakeholders.</li>
<li>Excellent communication and interpersonal skills with the ability to build strong cross-functional relationships.</li>
</ul>
Preferred Qualifications
<ul>
<li>Experience in a Customer Service or Customer Experience environment (Help Center, Contact Us, etc.).</li>
<li>Familiarity with the AWS stack (Redshift, S3, DynamoDB).</li>
<li>Experience implementing code for testing/personalization tools (Adobe Target, Optimizely, etc.).</li>
<li>Working knowledge of HTML5, JavaScript, CSS3, and version control tools such as Git.</li>
<li>Experience mentoring junior analysts or leading small analytics projects.</li>
</ul>

<h3>Job Description</h3>
Job Description
JOB DESCRIPTION
<ul>
<li>The Treasury Management Customer Service Representative is responsible to respond to telephone, email and fax inquiries from corporate customers, account officers, treasury management sales officers, relationship specialists, branches and other internal departments.&nbsp;</li>
<li>TMR’s are responsible for independently responding to and resolving Treasury Management customer issues quickly and creatively while focusing on quality and achieving market driven service levels.&nbsp;</li>
<li>Additionally, this position identifies qualified product referral and closed sales that contribute to the revenue stream.</li>
<li>TMR’s service in a national and international (Canada, Mexico, Asia and across the globe) capacity handling customer inquiries, high level issues, and problem resolution of our national/international customers in all markets and time zones encompassing all lines of business and specialty industries.</li>
<li>Respond to inquiries and troubleshooting issues related to TM products/services including the client portal, mainframe/internet transmissions, and sophisticated TM software/hardware for TM customers.</li>
<li>This position handles a high volume of inbound calls in a fast-paced environment and will process request within an established service level.</li>
<li>This position involves sitting for extended period of time and using a standard headset to communicate with customers by phone. &nbsp;&nbsp;</li>
</ul>
POSITION COMPETENCIES
<ul>
<li>Successful incumbents possess functional, analytical, and technical skills, technical learning ability, problem-solving skills, a drive for results, excellent communication skills, as well as listening skills and are always focused on customer-centricity.</li>
<li>The ideal candidate will have a proven ability to manage multiple tasks and requests efficiently in a fast-paced environment.</li>
</ul>
POSITION RESPONSIBILITIES
<ul>
<li>Independently respond to and resolves quickly and creatively while focusing on quality.</li>
<li>Respond to customer inquiries via phone, email, and chat (internal) in a timely and professional manner.</li>
<li>Handle multiple customer requests simultaneously, prioritizing tasks to ensure prompt and accurate resolution.</li>
<li>Collaborate with other team members to ensure a seamless customer experience.</li>
<li>Resolve and troubleshoot inquiries/issues related to sophisticated Treasury Management products/services such as client&nbsp;Business Connect and TMC Web.</li>
<li>Utilize 20+ internal client applications/systems to obtain/research information such as: Hogan, PEP+, TMCC, Intellect, ARP, EDI, Account Analysis, ECIS.</li>
<li>Provide basic customer product training and respond to “how to” questions.&nbsp; These include reinforcement training; new product/service training for adds and/or changes to existing services; feature and functionality instruction for existing products/services and enhancements to existing products/services.</li>
<li>Assist in developing and updating Treasury Management procedures and documentation.</li>
<li>Recognize and respond to ‘Red flags’ that can be related to fraud or high-risk situations.&nbsp; As first responders, it is critical this position understands and responds based on the time critical and urgency around situations and escalates to management if necessary.</li>
<li>By applying a thorough knowledge of TM product functionality, back-room operations, TM and corporate policies/procedures, and the appropriate / permissible use of the products by our customers.&nbsp;</li>
<li>By understanding, recognizing, and escalating phishing and suspicious transactions.</li>
<li>By adhering to Manual Authentication (aka Customer Identity Verification) procedures when conducting business via phone, email or fax to validate/verify individuals prior to releasing information and / or processing business transactions.</li>
<li>Contribute to the revenue stream generated by cross selling / up selling opportunities; contribute to revenue of current customer service.&nbsp;</li>
<li>May participate on projects which include outbound calling campaigns, system migrations / conversions and operations failures.</li>
<li>Responsible for balancing general ledger accounts.</li>
<li>Thorough understanding of debits and credits. &nbsp;&nbsp;&nbsp;&nbsp;</li>
</ul>
POSITION QUALIFICATIONS
<ul>
<li>High School Diploma or the equivalent (GED).</li>
<li>4 years of customer service experience.</li>
<li>3 years of retail, financial sales, or call/contact center experience.</li>
<li>4 years Microsoft Outlook applications, systems data entry and internet search experience</li>
</ul>

<h3>Job Description</h3>
Job Description
Title: Customer Service Analyst Location: Somerville NJ Duration: 2 years Description:
<ul>
<li>The analyst is the subject matter expert for REMS Evaluation products.</li>
<li>The analyst provides superior key analytics and accelerates growth by building strong and collaborative relationships.</li>
<li>The analyst seeks out new Business Development opportunities to streamline and enhance the Customer Service function.</li>
<li>This position will require in-depth knowledge of each operating company's policies and procedure.</li>
<li>This position will require in-depth knowledge of FDA/DEA requirements and the varying elements to assure safe use per REMS Evaluation product.</li>
<li>Must possess high-level multi-tasking and organizational skills.</li>
</ul>
 Top Three Skills: SAP knowledge (Atlas or ROTC), Communication, Independent

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