Job Classification:

Project Mgmt, Transformation & Strategy - Project Mgmt, Transformation & Strategy

US Service is seeking an experienced and highly motivated individual to join the team servicing PRT and Structured Settlements, as an Associate Manager. The Associate Manager will be accountable for the overall performance and administration of a Contact Center team while helping to drive implementation and adoption of transformation initiatives across the Contact Center. Our goal is to provide a customer centric, multi-channel, low effort experience for participants, and to drive change on our teams. The successful candidate will partner with their peer leadership group and contribute to the departments overall success by engaging in continuous improvement initiative.

We are looking for individuals who are driven and caring leaders, dependable to their core, with a focus on leading through change. And are also:

• Ready to manage, motivate and develop a team of 15-20 Customer Service Professionals
• Committed to owning escalated customer issues from start to finish and investigating root cause
• Able to organize, direct, and evaluate workflows to be efficient and exceed company goals
• Strong vendor partnership to ensure excellence in service across geographic locations
• Intrigued by technology and are “data-smart”, analyzing trends for potential issues or opportunities
• Able to think on their feet and be flexible leading a diverse team of employees
• Capable of shaping the customer experience and process changes across several business lines
• Strong people manager that drives performance of top and bottom talent

This is more than a contact center ……this is an opportunity to improve lives through financial wellness.

Each customer interaction is unique, and we value the opportunity each one brings. Our representatives work in a collaborative environment assisting customers over the phone, online, and through email. This can range from troubleshooting a question on website navigation to conversations on complex financial decisions. Regardless, your mission remains the same; lead a team of these first-class customer service representatives to perform strongly, efficiently, and in a way that constantly drives process excellence. We can’t promise it will be easy, but it will be time well spent establishing a career with an award-winning industry leader. If you think you have what it takes, apply now. You will gain skills and experience working on behalf of a dynamic industry leader in the Fortune 500 that will enhance your career.”

The current employee work arrangement for this position is Hybrid and requires your on-site presence on a reoccurring basis as determined by your business. Your manager will provide additional details relative to the specific number of days you are expected to be on-site.

Qualifications:

• 2 or more years’ experience working in a contact center required
• Supervisory and/or coaching experience required
• Leadership experience within a contact center or operations area is strongly preferred
• Excellent written and verbal communication skills
• Driven, positive, team player with strong problem solving and issue resolution skills
• Flexibility to work various shifts
• Bachelor’s degree preferred
• Strong organization skills and the ability to manage multiple priorities
• Work effectively across multiple locations and virtual offices
• Skilled in helping the frontline staff understand how their jobs align to the organization’s mission and purpose
• Some travel may be required on occasion.

What we offer you:

Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $83,500.00 to $129,500.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

• Market competitive base salaries, with a yearly bonus potential at every level. 

• Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave. 

• 401(k) plan with company match (up to 4%). 

• Company-fun