The Manager of Pooled Trust Clerical Support serves as the lead for the back-end operations of the CDR Supplemental Needs Pooled Trust, handles time sensitive banking and financial transactions, and leads a team of clerical staff who are responsible for the timely and accurate processing of documentation and transactions in CDR Supplemental Needs Pooled Trust. This is a mission-critical, hands-on position that ensures the smooth operation of CDR's Supplemental Needs Pooled Trust and the well-being of our Trust's elderly and Disabled members.
JOB SUMMARY
- Manage the Pooled Trust day-to-day clerical functions, providing direct supervision of staff, ensuring adequate coverage of all roles, and performing clerical functions as needed.
- Ensure timely and accurate processing of incoming mail, member enrollments, authorizations, individual and recurring disbursements, individual and recurring deposits, verifications, stop payments, and bank transfers.
- Process banking and financial transactions necessary for the smooth operation of the Trust, including positive pay and internal transfers.
- Respond to member requests, addressing member needs in a timely and professional manner while ensuring appropriate documentation in the member file and ticketing system.
- Respond to escalated concerns from members, authorized representatives, and Medicaid, ensuring an accurate, timely, and professional response.
- Recruit, hire, orient, train, and supervise clerical support staff.
- Ensure timely preparation and processing of member statements and outgoing mail.
- Conduct regular quality and productivity reviews to improve team performance while ensuring that the clerical team adheres to CDR policies and procedures.
- Hold regular supervisory meetings with individual clerical staff to provide feedback on their performance, identify strengths and areas for improvement and, when necessary, address issues using the disciplinary process in accordance with organizational policy.
- Maintain a safe and professional workspace.
- Other duties as assignedOffice equipment, including printers, copiers, scanners, and postage meters: Proficient
TECHNOLOGY/EQIPMENT/TOOLS
- Office equipment, including printers, copiers, scanners, and postage meters: Proficient
- Email: Proficient
- Proprietary software for data entry: Proficient
- Microsoft excel: Moderate
WORK CONDITIONS (ENVIRONMENT AND SCHEDULE):
This position works in a shared office-based with moderate noise. Although the position generally works from 9 AM until 5 PM, there may be times when responsibilities require work during other times of the day. This role routinely uses standard office equipment.
Physical Demands AND TRAVEL REQUIREMENTS:
- Periods of time sitting at a desk and working on a computer.
- Must be able to read and process print and printed documents.
WORK CONDITIONS (ENVIRONMENT AND SCHEDULE):
This position works in a shared office-based with moderate noise. Although the position generally works from 9 AM until 45PM, there may be times when responsibilities require work during other times of the day. This role routinely uses standard office equipment.
Qualifications:
1. Education and Experience:
Associate’s degree in Business or related field and 4 years of related work experience; or High School diploma or GED with 8 years of related work experience. Prefer prior experience supervising clerical staff.
2. Skills and Competencies:
Exceptional reliability
Strong sense of initiative, attention to detail, and follow‑through
Ability to work independently and collaboratively in a fast‑paced environment
Keen attention to detail and adept at multitasking
Notary Public or ability to become a notary public
Ability to maintain confidentiality is essential.
Alignment with our organization’s values
NON-Discrimination
The Center for Disability Rights (CDR) strives to be a participant-controlled, cross-disability organization that is reflective of the communities it serves. CDR values diversity and does not discriminate on the basis of age, color, cultural or ethnic group membership, disability status, educational level, family status, sex or gender, gender-identity, sexual orientation, income, national origin, race, religion. People with disabilities are encouraged to apply. CDR makes reasonable accommodations for qualified individuals with disabilities.
Pay: $62,500.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Describe your experience processing high-volume, time-sensitive financial transactions. Have you handled processes like positive pay, wire transfers, and internal banking transfers?
- How do you ensure accuracy and timeliness when processing recurring disbursements or deposits for multiple accounts simultaneously?
- Can you share an example of a time you had to track down a banking error or correct a transactional discrepancy? What was your approach?
- Walk me through your process for recruiting, training, and onboarding new clerical staff. How do you measure their ramp-up success?
- How do you balance being a hands-on processor while still effectively supervising, delegating tasks, and ensuring adequate team coverage?
- Describe your approach to conducting performance reviews and addressing underperformance. How do you handle coaching an employee who is struggling to meet team KPIs?
- We serve a vulnerable population of elderly and disabled members. Can you share an example of how you handled a highly emotional or sensitive request from a client or their authorized representative?
- Describe a time you had to respond to an escalated concern from an external entity like Medicaid. How did you investigate the issue and communicate the resolution?
- How do you prioritize urgent member requests while simultaneously maintaining accurate documentation in your ticketing system?
- What strategies do you use to conduct quality and productivity reviews for back-office staff? • How do you implement performance improvements based on these reviews?
- Tell me about a time you identified a flaw or bottleneck in a clerical process. How did you update the procedures and ensure your team adopted the new workflow?
Work Location: In person
