Supervisor, Account Services (PINS)

Zelis Healthcare, LLC
United States, Missouri, St. Louis
Jun 10, 2025
At Zelis, we Get Stuff Done. So, let's 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 experts-driving 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 you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've 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 You'll 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 You'll 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 employee's 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 don't 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 TalentAcquisition@zelis.com. 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.