Senior Quality Specialist - Debt Management

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

• Acts as an advocate and subject matter expert by serving as a quality champion.
• Measures and monitors the quality and effectiveness of work processes in commissions that impacts agent satisfaction, debt management, and contributes to operational efficiency.
• Manages and tracks outstanding agent debts, ensuring timely payments, and maintaining accurate records of financial transactions related to agent accounts.
• Reconcile agent accounts to ensure accuracy and identify any discrepancies.
• Contacts agents regarding outstanding balances, following up on overdue payments, and implementing collection strategies. 
• Routinely supports the monitoring of agent debit balances and ensure debt notices are sent timely.
• Executes both routine and non-routine business support tasks in the Debt Management/Commissions Operations teams under limited supervision, referring deviations from standard practices to managers.
• Consults cross-functionally with other departments to influence and promote change, to continually deliver quality service to both internal and external customers.
• Performs regular quality audits for multiple products and platforms to drive full and consistent compliance to all required standards.
• Acts as a subject matter expert on Debt Management workflows and Debt Management/Commission Operations to consistently support agent inquiries.
• Takes direction to execute agent accounting transactions, and any other supporting responsibilities including but not limited agent call backs, email support, debt reporting, auditing and more.
• Will be responsible to analyze and resolve issues associated with agent commissions and debit balances.
• Creates an emotional connection with our agents by being understanding and engaging.
• Taking accountability to fully understand the agent's needs by building a trusting and caring relationship with the agent.
• Anticipates agent’s needs and educates agent on various elements of information and available services created to enhance the overall customer service experience with the company (i.e., assistance with agent self-service tools).
• May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools.
• Processes Commission transactions through in-depth analysis, identifies complaint trends and any emerging agent service issues and works to develop solutions to address potential problems.
• Coordinate’s efforts both internally and across departments to successfully resolve service issues and develop process improvements intended to enhance the overall delivery of service.
• Serves as SME providing technical assistance when needed on call related issues, products, and/or system applications delivery matters.
• May participate and/or lead special projects/initiatives addressing service issues.
• Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.
• Must be organized, detail-oriented and able to document cases clearly and accurately in accordance with the program guidelines.
• Good communication skills are essential, both internal and external.
• Plans and organizes work assignments, set priorities and completes work with a minimum of supervision.
• Adheres to the service policy and principles of the company, as well as the program guidelines set by the department.
• Other duties as assigned.

Required Qualifications

• 1+ Years Data Entry experience
• 2 years Microsoft Excel using V-look-ups and running reports
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Knowledge of Business Blocks and CPR+ 
• Onsite required if near an office location; Tuesday, Wednesday, Thursday

Preferred Qualifications

• SQL experience a plus.

Education

• Associates degree in related field or equivalent experience is preferred.
• Proficient in Excel.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $35.29

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 04/25/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.