Client Service Lead AZ

Job DetailsJob Location: Advanced Financial Company AZ - Tucson, AZ 85711Position Type: Full TimeSalary Range: $20.00 - $25.00 HourlySupport the Client Service Supervisor in management of staff and making sure service level requirements are achieved and maintained monthly. The Lead is the first point of contact for agent questions and escalation. This individual will must have proficient knowledge of client’s policies and procedures and able to solve small technical issues to assist agents.

ESSENTIAL FUNCTIONS

 

Average Percent of Time (Must add up to 100%)

60%    Answering and responding to customers by phone and email

20%    Assisting client service agents with questions and escalations

5%      Processing customer requests by email and mail

5%      Special projects during slower call volume times

10%     Working directly with Client Service Supervisor and Manager

 

SPECIFIC DUTIES AND RESPONSIBILITIES

 

 

Answering Phones and Emails:


Reply to questions/concerns
Look up account information
Set up and expire ACH payments
Calculate payment amounts
Request payment and fee adjustments
Upload correspondence and documents in NLS
Send correspondence and documents by email and mail
Document accurately and in detail all customer interactions in NLS
Client interactions by phone and email
Meet and/or exceed phone performance standards and requirements
Account follow up as needed
Minimum average of 40 customer interactions per day
Maintain and memorize policies and procedures
Assist client service representatives with questions on systems and Standard Operation       Procedures
Take escalated calls or take over calls that need a more knowledgeable agent
Achieve and maintain client service level agreement (SLA) targets
Providing feedback to management regarding customer satisfaction levels and potential       opportunities for improvement
Managing and completing Jira tickets


 

SUPPORTIVE FUNCTIONS

 

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.


Special projects


 

OTHER DUTIES

 

Assimilate into the Advanced Financial Company Commitment to Excellence culture through understanding, supporting and participating in all elements of Commitment to Excellence.  Demonstrate working knowledge of the service standards.

 

Regular attendance in conformance with the standards, which may be established by Advanced Financial Company from time to time, is essential to the successful performance of this position.

 

 QualificationsThe individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.


Strong customer service experience preferably in a call center environment
At least 2 years of customer service and/or call center experience
Solid communication skills and excellent interpersonal skills
Ability to express ideas in a clear and concise manner verbally as well as in writing
Experience with call center phone systems, monitoring and reporting software
Ability to learn and work with a variety of servicing industry software platforms
Proficient in MS Office Applications
Ability to work efficiently in a high demand, team oriented, and fast-paced environment
Punctuality and good attendance are a must
Ability to learn quickly and multitask


 

OTHER QUALIFICATION STANDARDS

 


Schedule flexibility
Bilingual in Spanish a plus


 

EDUCATION (check what applies)

              

  High School graduate or equivalent required

  At least 2 year college (associate) degree preferred

  

EXPERIENCE


Minimum 2 years of customer service/ and/or call center environment
Experience in banking, loans or mortgage a plus
Bilingual in Spanish a plus


SALARY


Compensation commensurate to experience and education.
Hourly


 

GROOMING

 

All team members must maintain a neat, clean and well-groomed appearance (specific standards available).

 

OTHER


Client Services Department is open Monday through Friday 7:00am to 5:00pm Pacific Standard Time
Work schedule would be between the hours of when the department is open
Hours change of operation change due to daylight saving in Arizona office. From MAR – NOV 7:00am -5:00pm, NOV – MAR 8:00am - 6:00PM
Overtime as needed
Occasional weekends