Job TitleDo you thrive on solving complex financial operations challenges while delivering an exceptional customer experience? In this role, you'll serve as the bridge between clients, their customers, and internal finance teams to ensure financial operations run smoothly and efficiently. In this role, you will play a critical part in translating business needs into clear technical and operational requirements while supporting ongoing process improvement and knowledge sharing across teams. You will also lead efforts as the first point of contact for client tenant escalations, system, training, documentation, and performance tracking to help advance operational efficiency and cross-team collaboration. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza believe everyone deserves good oral and overall health, with no one left behind. We succeed because of a shared commitment to a set of values that guide everything we do for our customers, for our communities, and for each other. We are Accountable. We lean in with Courage. We stay Curious. We are Inclusive. We act with Integrity. We offer a highly competitive medical, dental and vision plans as well offering a generous 401k match and all employees start accruing vacation and sick time from their very first day. We empower employee development through our tuition reimbursement plan, professional development plans, and employee-led communities. The pay range for this position in Western Washington varies between $60,200 $90,400, and for Eastern Washington varies between $56,200 - $83,300. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza Corp. intends to offer the selected candidate a base pay within this range, dependent on job-related, non-discriminatory factors such as experience. Base pay will also be adjusted based on the candidate's geographic location.
Essential Responsibilities:
The list of responsibilities listed is not intended to be comprehensive. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza reserve the right to change the responsibilities at any time with or without notice.
Customer Service & Relationship Management:
Serve as a primary point of contact for clients and their customers regarding financial operations inquiries and service-related issues. Act as an escalation resource for complex customer questions related to billing, payments, invoicing, account maintenance, and reconciliation activities. Build and maintain strong relationships with client stakeholders and develop a thorough understanding of client business needs and operational processes. Ensure prompt, accurate, and professional resolution of customer issues while meeting established service level agreements (SLAs).Monitor customer feedback and service trends, providing recommendations to enhance the client experience. Participate in client meetings, business reviews, and service discussions to identify opportunities for process improvements and operational enhancements.
Financial Operations Support:
Investigate and resolve payment discrepancies, transaction exceptions, and account-related issues.
Partner with Finance, Treasury, and Operations teams to support the accurate and timely processing of financial transactions.
Analyze recurring customer issues and recommend process improvements that enhance operational efficiency and customer satisfaction.
Support month-end, quarter-end, and year-end financial operations activities as needed.
Ensure adherence to internal controls, financial policies, compliance requirements, and established procedures.
Process Improvement & Operational Excellence:
Support the development and maintenance of service standards, operating procedures, training materials, and workflow documentation.
Analyze service metrics, case trends, and operational data to identify opportunities for continuous improvement.
Lead or participate in initiatives that improve efficiency, quality, scalability, and the overall customer experience.
Promote effective utilization of CRM, ticket management, ERP, and financial systems.
Share knowledge and best practices across teams to support consistency, operational excellence, and ongoing employee development.
The experience, skills, and education needed to succeed in the position are outlined below.
Required 3+ years of customer service, client support, account management, or financial operations experience.
Strong customer service and relationship management skills.
Experience supporting B2B customers in a finance, payments, banking, treasury, fintech, accounts receivable, or business operations environment.
Strong understanding of billing, invoicing, payment processing, reconciliation, and customer account management processes.
Proficiency with CRM, ERP, ticketing systems, and Microsoft Office applications.
Excellent communication, problem-solving, and stakeholder management skills.
Strong analytical and process improvement capabilities.
AA or BA degree or equivalent experience.
Preferred:- Experience supporting enterprise or strategic customers.
- Knowledge of accounts receivable, treasury operations, payment networks, or financial services.
- Experience with Salesforce, Microsoft Dynamics, SAP, Oracle, NetSuite, Workday, Service
- Now, or similar platforms.
- Experience leading operational transformation or customer experience initiatives.
Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
We are committed to the highest standards of information security and HIPAA compliance, ensuring the confidentiality, integrity, and protection of all data. All staff are expected to support this commitment by following relevant policies.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
