Manager, Customer Service Bilingual

Job Description:

Role Summary/Purpose: 

The Customer Service Leader is responsible for managing a team of nonexempt Customer Service representatives, providing coaching and development. Full supervisory responsibilities, contributing to the motivation/development of team through professional leadership. Nature of impact is direct impact by ensuring the quality of the task/services/information provided by self and others and area of impact is primarily on own team. 

What you’ll accomplish as a Manager, Customer Service 

You'll lead and coach a team of Customer Service Representatives servicing the Secured Installment portfolio, to include bilingual representatives.  As their leader, you partner with your team developing skills that drive quality servicing as they engage with our customers. You will be directly responsible for meeting/exceeding client contractual requirements, including service standards, call quality and ensuring an overall positive customer experience.  Your goal will be motivating and inspiring your team to be the best contact agents in the industry.  As their leader, you are their mentor, helping them navigate our culture and realize their own personal aspirations.     

What You’ll Do 

Champion Customers:   Guide and coach your team to anticipate customer needs, create solutions and deliver exceptional customer experiences.   

Act as Owners: Lead a team that direct connects with accountholders and customers every day, directly impacting our business’ operational success and growth.  

Relate and Inspire:  Cultivate an environment for your team and across teams where people feel motivated and have a strong sense of belonging. 

Elevate Every Day:  Explore everyday opportunities to drive continuous improvement and innovative solutions that create value for the business and your team.   

• Directly responsible for leading your team to success - driving performance management, ensuring your team is equipped to provide a positive customer/client experience. 

• Ensure appropriate risk for the business – ensuring your team is familiar with and understands the importance of following operating instructions including compliance requirements.  

• Inspiring and connecting with each team member - cultivating an environment of trust, teamwork and personal ownership.  Partnering with each team member to understand and help support their personal development.  

• Project management – initiating, planning and executing on key business initiatives. 

• Perform other duties and/or special projects as assigned 

Qualifications you’ll need to succeed:  

• Bachelor’s degree in a related business field, or a high school diploma/GED with a minimum of 2 years’ experience in a financial services or customer service setting  

• Leadership experience – at least 6 months proven experience leading a team – be prepared to share with us some specific examples of how you’ve inspired your team and driven performance   

• Fluency in spoken and written English and Spanish 

• Flexible – as a leader you will need to be willing to work outside your schedule including weekends