The incumbent in this position will work on assigned customer operations compliance; that is, a set of interrelated compliance programs, existing enterprise policies, procedures, and regulations. This position is responsible for performing monitoring activities for the enterprise to ensure compliance within customer operations and is required to operate cross-functionally and in areas with ambiguity and complexity from both legal and political frame of reference. Additionally, this position will be responsible for data analysis and reporting related to customer operations outside of compliance as required.

　　Responsibilities:

　　Examines and evaluates the integrity of operational information.Prepares complex computer-generated reports and analyses.Develops relationships and partnerships with the customer operations business units impacted by the compliance sector and is seen by the business units as a valued go-to resource for compliance questions and concerns. Develops working knowledge of the business processes and IT applications that support those business processes.Keeps abreast of the changing compliance and regulatory landscape within customer operations.Drafts compliance analysis and trend documents along with compliance communications to ensure that customer operations initiatives and status are communicated.Develops compliance documentation, monitors progress, and reports on progress.Assists in developing metrics and drafts policies and procedures, corrective action plans, and compliance reports for the Customer Operations and REC leadership teams.Prepares monthly and quarterly reports and presentations for distribution including management responses.Maintains current records of all documentation and compliance reporting.

　　Qualifications:

　　4+ w/Bachelor's degree4+ years experience in a contact center or customer service role; Associates or Bachelors degree preferredStrong organizational/time management skillsDetail-oriented; flexible and creativeAnalytical and problem-solving skillsAbility to navigate various plan details and system process proceduresAbility to make effective recommendations to develop methods and procedures that improve department's effectiveness and efficiencyStrong interpersonal skills including the ability to effectively communicate and influenceAbility to follow strict timelines and manage multiple tasks concurrentlyKnowledge of systems/client testing methodologyKnowledge of Delta Dental products, policies, claims, and eligibility procedures and guidelinesAbility to maintain confidentialityMust be able to work independently, diligently and efficiently with limited direction and instruction

　　Base Pay Information

　　The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. $55,000 - $116,900

　　Additional Information:

　　Rewards to make you smile! We don't just want to make our customers happy - we want to give our employees a reason to smile, too. Delta Dental's comprehensive benefits package includes: Generous paid time off plus 12 holidays and your birthday off! Low-cost premium medical insurance options 100% paid dental and vision insurance Generous 401(k) matching and flat contribution Social responsibility and volunteer opportunities, including 16 paid volunteer hours annually Employee LiveWell program, focusing on overall employee well-being Fertility and diabetes benefits Employee discount program: AT&T/Verizon, entertainment, travel, and more! Culture of learning: career development and tuition reimbursement Career growth: we love promoting from within

　　Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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