Agent Supervisor

Acumen Fiscal Agent

. Support Acumen’s mission of facilitating freedom, choice and opportunity for individuals with disabilities and their families .

Posted 9/18/2026full-timeHamilton • New Jersey • United StatesJuniorMid-Level💰 $65,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client support and contract compliance, with a strong focus on process improvement and training development. Proficient in data management and effective communication with diverse stakeholders.

Highest-signal resume keywords

Customer Service ExperienceContract ComplianceData ManagementProcess ImprovementEffective Communication

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Microsoft WordMicrosoft Excel10 Key ProficiencyData Input AccuracyBudgeting ProcessesEnrollment ProcessesAgent ProcessesQuality ChecksCorrective Action PlansTraining Development

Soft Skills

Interpersonal SkillsAttention to DetailTime ManagementConflict ResolutionProblem Solving

Tools & Technologies

Office EquipmentDual MonitorsMultiple Applications

Industry Keywords

Medicaid SpecificationsSelf-Directed CommunityCybersecurity ComplianceOperational EfficiencyClient Relationship Management

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Support Acumen’s mission of facilitating freedom, choice and opportunity for individuals with disabilities and their families
Grow Acumen’s presence in the self-directed community within the assigned state
Support clients throughout their lifecycle with the organization
Ensure contract compliance and adherence to state and Medicaid specifications
Serve as subject matter expert for Enrollment, Budgeting, and Agent processes
Ensure processes are documented for training and continuous improvement
Monitor program fact sheets and recommend updates when errors are identified
Process assigned Agent tasks and monitor timely, thorough completion
Organize and monitor the state-specific Maintenance work queue for team efficiency
Monitor Agent work quality and efficiency and address improvement areas
Analyze escalated issues and develop proactive resolution processes
Identify training needs and submit proposed training plans to the Executive Director
Ensure accurate data input and develop remediation or Corrective Action Plans as needed
Ensure thorough and accurate research by the team
Conduct quality checks on communications, processes, and maintenance
Communicate process improvements and changes to the team
Assist with external communications
Attend operational and company meetings
Occasionally work outside typical hours during high-volume periods
Monitor Agent work hours and performance
Support cybersecurity compliance by following company policies, procedures, standards, and guidelines
Perform other assigned work-related activities

Requirements

What you’ll need

At least 2 years of experience in customer service
At least 1 year of experience as an Acumen Agent
High school diploma, some college courses or a college degree preferred
Ability to communicate effectively both orally and in writing
Accuracy and the ability to handle responsibility with limited supervision
High standard of integrity
Ability to work well with numbers
Proficient with 10 keys by touch
Excellent organizational skills, attention to detail, time management skills, task orientation, interpersonal skills, patience, perseverance, personal stress management and follow-through skills
Ability to handle conflict and difficult customers
Ability to prioritize and handle multiple demands successfully
Ability to plan for and meet multiple deadlines
Ability to use all office equipment
Advanced computer skills, including Microsoft Word and Excel
Experience working with dual monitors and multiple applications simultaneously
Excellent communication and relationship skills with clients, state entities, and colleagues
Ability to interact effectively and respectfully with clients of varying abilities, educational backgrounds, authority, and ethnicities
Ability to maintain confidentiality
Ability to speak in public, including trainings
Ability to communicate effectively with diverse internal and external customers diplomatically and respectfully
Ability to take personal responsibility, own problems, problem solve, and avoid projecting unwarranted problems or failures
Ability to complete tasks tenaciously
Ability to problem solve and make decisions, including resolving crisis situations and developing resolutions between parties
Ability to work with other team members and departments
Ability to interact and cooperate respectfully to accomplish mutual goals and assignments
Ability to request team support with sufficient time to meet deadlines