Supervisor, Account Services (PINS)

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 [email protected]. 

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.