Client Success Team Lead

At Beyond Finance, we’ve made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, supportive user-centric technology, and customized financial solutions, we’ve helped over 300,000 clients on their path to a debt-free life.

While we’re proud of what we’ve already accomplished (over $2 billion in resolved debt), we're searching for new collaborators to help us get to the next level! If you’re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

The Customer Success Team Lead is responsible for setting the standard for a best in class customer
success experience. By modeling the highest of quality and efficiency standards, the Team Lead will assist
with the recruitment of talent into the Customer Success Department (CSD), training and development
initiatives, on-the-job coaching and mentoring and compliance analysis and implementation. Above all,
the position is responsible for demonstrating and providing a second to none customer success
experience to our clients.

What your day-to-day would look like at IDR…

● Provide daily direction and communication to employees so that customer service calls are answered
in a timely, efficient and knowledgeable manner

● Provide continual evaluation of processes and procedures and suggests methods to improve area
operations, efficiency and service to both internal stakeholders and external customers

● With the CSD Manager, provide statistical and performance feedback and coaching on a regular basis
to ensure needs are being met

● Ensures employees have appropriate training and other resources to perform their jobs

● Creates and maintains a high-quality work environment so team members are motivated to perform
at their highest level

● Assists the CSD Manager with daily operations of the call center to include the development,
analyses and implementation of staffing, training, scheduling and reward/recognition programs

● Works as a member/leader of special or ongoing projects that are important to area/process
improvement

● Will work collaboratively with the CSD Manager to help manage daily team responsibilities and
scheduling to ensure calls are handled efficiently and effectively
● Establishes work procedures and processes that support and/or exceed compliance standards,
procedures and strategic directives
● Uses appropriate judgment in upward communication regarding department or employee concerns
● Handles program verification process for enrolled customers to ensure file accuracy and compliance
Demonstrated skills we’re looking for…

● Technical Proficiency with Client Relationship Management system (CRM) – Brings existing
knowledge (1+ years) of CRM practices and experience to role. Will strive to keep current and up to
date with technology trends to help drive and support department KPIs. Will be looked upon as an
SME on our CRM software in order to field questions from call center representatives

● Customer/Client Focus – Above all else, can personally demonstrate that client satisfaction is a high
priority. Identifies and clarifies what customer needs and expectations are and responds to them in a
timely and effective manner. Anticipates and prevents delays or other obstacles that can adversely
affect the customer and their needs. Proactively keeps customers informed about the status of
pending actions and inquiries about customer satisfaction with services

● Communication Proficiency – Can respectfully listen to customers in order to gain a full
understanding of the issues at hand and responds appropriately. Presents information in a clear,
error-free and concise manner both orally and in writing to ensure others understand his/her ideas.
Appropriately adapts his/her message, style, and tone in order to accommodate a variety of
audiences

● Leadership – Works cooperatively and effectively with others in order to accomplish tasks and
common objectives. Understands and carefully handles team dynamics, fosters collaboration,
provides tangible contributions and listens and responds to the input of others in a manner that
creates an environment of mutual trust and respect

● Organizational Skills – Can thoroughly organize and plan individual work tasks in order to maximize
use of time in order to meet KPIs and deadlines. Demonstrates the capability to handle multiple
priorities or assignments and is able to effectively determine when it is necessary to involve
Management in order to meet work requirements. Sets priorities, goals, and timetables in order to
achieve maximum productivity for self and departm