Supervisor, Client Services


Winston Salem, NC

Under the minimal supervision of a manager or director, the Supervisor, PFM Accounts manages the daily operation of the assigned client service team and ensures the team delivers accurate, timely service to clients based on client specific service requirements and their Service Level Agreement (SLA).

The Supervisor develops and monitors processes to ensure the delivery of consistent high quality cost efficient service, trains and leads associates ensuring that their day to day activities are in alignment with client deliverables, and works effectively across the PFM organization to efficiently and effectively problem solve operational issues prior to those issues impacting clients.

This is a hybrid position located at Inmar Intelligence Corporate headquarters in Winston Salem, NC.
Primary Accountabilities:


  • Hire and develop high performing associate teams
  • Encourage associates to make decisions in the best interest of Inmar and the PFM client
  • Coach and motivate associates to continue areas of development
  • Lead by example
  • Ensure all new associates and temporary workforce are trained within company policy and procedure guidelines before gaining access to systems
  • Listen and work to effectively resolve client issues that are brought to the attention of the Inmar account team
  • Quickly address associate issues when clients raise problems or areas where the team is falling short, with regard to unmet deliverables


  • Understand client’s business goals and key deliverables outside day-to-day service requirements
  • Support the CDM/CDD (sales team) as necessary to ensure those key goals/deliverables are met, for example, supporting the CDM/CDD with Business Review preparation
  • Build a trusted relationship with client contacts and seek to understand if the operations team members are delivery accurate and timely service as outlined in client contract


  • Serve as lead and/or facilitator for projects
  • Recommend and implement best practices for transaction processing such as business rules, tolerance settings, transaction tagging
  • Take a solution-based approach when addressing manager/director with issues
  • Develop efficiencies within team and present these ideas to manager/director
  • Work with team members to establish business rules that can be used each time these common scenarios arise


  • Effectively adjust workload balance based on changing day-to-day priorities as dictated by client demands
  • Clearly understand the standard deliverables of service and the unique deliverables for each client
  • Develop processes and procedures to maintain and monitor open balances at acceptable levels
  • Continuously look for ways to implement more efficient processes, leveraging technology and developing best practices to adopt within the department. Share recommendations with manager and implement upon approval.
  • Distribute workload to other team members, as assigned by supervisor/manager


  • Ensure accurate and timely responses to client inquiries
  • Escalate issues to immediate manager and above as necessary to ensure issues don’t evolve into a deterioration of service to the client
  • Ensure associates attend annual HIPAA and Security Awareness training Provide daily/weekly reporting to supervisor/manager as determined based on job specific duties
  • Work closely with HIPAA Privacy Officer when encountering potential Privacy Breaches
  • Maintain HIPAA (Health Insurance Portability and Accountability Act) compliance in all client communication
  • Perform special projects and other duties as assigned by management.

Required Qualifications:

  • At least four years of relevant experience involving customer service, computer usage, data entry and data analysis and a Bachelor’s degree in Business Administration, Accounting, or a related field or an equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position
  • Ability to reconcile bank statements and subsidiary systems
  • Ability to analyze transactions, detect and avoid errors
  • Ability to perform detailed work with numerical data and to make mathematical computations rapidly and accurately
  • Ability to prepare and analyze complex financial reports and records
  • Ability to create documents requiring accuracy and confidential handling
  • Ability to maintain detailed, accurate records and files
  • Ability to organize tasks and time to ensure timely completion of all projects
  • Ability to proceed independently and carry out assignments to completion with minimal instruction
  • Ability to use good judgment in recognizing scope of authority
  • Ability to facilitate communications and problem solve
  • Ability to establish and maintain good working relationships internally and with clients
  • Ability to travel independently
  • Knowledge of generally accepted accounting principles
  • Knowledge of accounting procedures on automated systems
  • Intermediate-level proficiency using MS Excel and MS Word
  • Knowledge of computer systems and report generation (AS/400 knowledge preferred)
  • Knowledge of servicing business accounts

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is:

  • Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
  • Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
  • Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.
  • Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.


  • Support a safe work environment by following safety rules and regulations and reporting all safety hazards.