Supervisor, Account Services (PINS)
Supervisor, Account Services (PINS)
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Job Description
At Zelis we Get Stuff Done. So lets get to it!
A Little About Us
Zelis is modernizing the healthcare financial experience for all by providing a connected platform that bridges the gaps and aligns interests across payers providers and healthcare consumers. This platform serves more than 750 payers including the top 5 national health plans BCBS insurers regional health plans TPAs and self-insured employers and millions of healthcare providers and consumers. Zelis sees across the system to identify optimize and solve problems holistically with technology built by healthcare expertsdriving real measurable results for clients.
A Little About You
You bring a unique blend of personality and professional expertise to your work inspiring others with your passion and dedication. Your career is a testament to your diverse experiences community involvement and the valuable lessons youve learned along the way. You are more than just your resume; you are a reflection of your achievements the knowledge youve gained and the personal interests that shape who you are.
Position Overview
The Supervisor of Account Services will report to the Senior Director of the Payee Identification and Network Security (PINS) team that oversees Zelis Payments Fraud Risk and Identity Verification organization. The PINS team centrally manages Fraud Onboarding/Verifications and Account Servicing for Zelis clients addressing issues related to account takeover business identification bank account validation and more.We are seeking a hands-on detail-oriented Supervisor of Account Services to lead a team focused on safeguarding customer accounts through a combination of exceptional customer service risk mitigation and operational excellence. This role will guide daily operations related to account servicing and fraud prevention ensuring that customers receive both exceptional support and protection from abuse or suspicious activity.
As a frontline leader you will play a critical role in coaching the team managing case escalations and maintaining consistent processes that balance customer experience and risk controls.
What Youll Do
Supervise daily operations of the account integrity team ensuring timely accurate and customer-focused handling of cases.
Provide coaching feedback and support to specialists handling account servicing suspicious escalations and account-related investigations.
Act as an escalation point for complex or sensitive cases involving escalated customers potential fraud identity issues or high-risk account actions.
Monitor and report on team performance and case queues ensuring adherence to SLAs and quality standards.
Help develop and maintain SOPS workflows and training materials to promote consistency and compliance.
Collaborate cross-functionally with Fraud Product Client Services Payment Operations and Legal teams on initiatives impacting account services.
Deliver regular performance feedback and assist in employee development and progression.
Identify process or system gaps and contribute ideas for continuous improvement.
Strong understanding of how to balance efficient case handling with empathy and customer impact and risk mitigation.
Detail-oriented with the ability to enforce policy and follow standardized procedures.
Ability to make sound decisions and escalate appropriately in sensitive or high-risk scenarios.
Clear and confident communicator with team members and stakeholders.
What Youll Bring to Zelis
3 years of work experience in account servicing fraud prevention trust & safety risk operations or related field.
1 years of people management experience with a track record of coaching developing and managing operational teams in a high volume environment.
Strong problem-solving skills with a proactive ownership-driven mindset.
Excellent communication and cross-functional collaboration skills.
Experience in fintech payments or consumer platforms with fraud/risk exposure preferred.
Familiar with common fraud schemes identity verification practices account takeovers and investigative techniques preferred.
Proficient with operational tools (e.g. Salesforce Jira Power BI Ekata Okta).
Comfortable with change evolving priorities and fast-paced environment.
Location and Workplace Flexibility
We have offices in Atlanta GA Boston MA Morristown NJ Plano TX St. Louis MO St. Petersburg FL and Hyderabad India. We foster a hybrid and remote friendly culture and all our employees work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities if applicable vary based on the work and team objectives in accordance with Company policies.
Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
We welcome applicants from all backgrounds and encourage you to apply even if you dont meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.
Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process please email .
Disclaimer
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex gender identity national origin disability status protected veteran status or any other characteristic protected by law.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities duties and skills from time to time.
Required Experience:
Manager
Employment Type
Full-Time
