Customer Service Supplier Liason

Are you ready to build the future of our company?

About Mercury® Financial

Mercury® Financial is an innovative and growing financial services company with locations in both Austin, TX and Wilmington, DE. Our mission is to help customers build and maintain their financial future by offering them credit cards they can afford and understand. After only a few years, we’ve had great success building a significant credit card program, but we are aiming higher, which means we have lots of challenging problems for you to help us solve. Come onboard, work with some of the most talented individuals who thrive on collaboration and teamwork and help us continue to build something special.

Location 

Mercury® Financial is headquartered in the progressive and entrepreneurial tech hub of Austin, Texas. Our physical location is situated in a beautiful park like setting called the Domain. The Domain's ideal location and exceptional amenities, amazing restaurant selection, convenient parking are all perfect for after work happy hours!

Mercury® Financials' Wilmington, Delaware office is located near the Riverfront. Wilmington is Delaware’s largest city and is the economic engine of the state. The Riverfront combines its rich history with a host of attractions that bring great food, entertainment, and shopping to our city. Based on its convenient location, direct access to I-95, Amtrak and SEPTA, this location allows our employees the flexibility to live in a variety of the surrounding areas.

What it’s like to work here: 

We foster a collaborative and innovative culture where you will be empowered to do your best work. All of our employees bring everything they have to their job and are part of a larger team working towards a greater goal. We do right by our employees, our partners, and our customers.

Role:

The Customer Service Supplier Liaison will assist in supporting all 1st Party call center suppliers and responsible for vendor performance. This critical role will build lasting relationships with our suppliers and maximize agent and supplier performance to meet Mercury’s financial plan and performance requirements. As a liaison, you will ensure alignment between the company’s core values and the supplier operations, fostering a collaborative relationship that delivers a world class customer experience.

What a day is like:

• Report directly to the Head of Customer Service
• Ensure call center agents demonstrate alignment with company’s purpose and core values
• Conduct regular audits to ensure adherence to company policies and procedures
• Drive operational excellence by monitoring, analyzing KPI, including service levels, quality scores and escalations
• Collaborate with suppliers to implement performance improvement plans when metrics fall below target thresholds
• Act as a primary contact for supplier escalation teams to resolve customer issues
• Identify trends in escalations and work with internal stakeholders and suppliers to address root cause, improve processes, and enhance the customer experience
• Work with internal terms such as Customer Experience, Quality Assurance and Training to provide support for supplier operations 
• Demonstrate strong analytical skills with proficiency in customer engagement and performance assessment tools
• Assist with delivering roadmap that enable customers to utilize channels that are most effective for their request and cost effective for the business 

Qualifications:

• 5+ years’ experience in a customer service environment, with at least at least 2 years managing supplier relationships or similar roles
• Deep experience working with and optimizing various customer service channels, including self-service, chat, email, text and phone
• Demonstrated ability to put our customers at the core of what we do
• Relentless focus on results
• Superior leadership skills, willing to go the extra mile to build and lead the best in class contact centers
• Outstanding communication and interpersonal skills to foster collaborative relationships with internal stakeholders and suppliers
• Ability to manage multiple priorities in a fast-paced environment
• Analytical ability to understand trends and drivers of performance and efficiency trends and opportunities
• Ability to maintain composure in fast paced environment with high degree of accuracy and detail
• Strong sense of discretion and professionalism