Customer Service Support Manager

Customer Services Manager

The CustomerService Manager ensures that they and their team provide exceptional customer

service to our clients and service companies over the phone and through a ticket system. They

provide additional support to our debt settlement operations functions through daily

reconciliation of transactions and resolve related issues. Communicates with the operations

team and information technology department to develop efficient processes that support

appropriate controls. Provide in-depth feedback in daily functions and special projects to support

management decision-making.

Duties and Responsibilities include but are not limited to the following :

COMMON CORE ROLES

• Provide impeccable customer service to clients and servicing companies.
• Create, communicate, track, and manage KPIs for the Consumer Service team.
• Field and resolve client calls, emails, and tickets.
• Manage the offshore process : work with management and employees.
• Field and resolve servicing company(s) calls, emails, and tickets.
• Review and assist in client account maintenance, scheduled transactions, and audit files.
• Maintain composure; even when juggling multiple inquiries, you remain conscious of our client's financial situation and the fast-paced needs of the servicing companies.
• Outgoing and sociable; willing to wear multiple hats and work on projects of all types.
• Be a savvy, tactful, and graceful communicator - you intuitively find the right tone in every situation.
• Meticulous and vigilant, with keen attention to detail.
• Independent, diligent self-starter who is comfortable taking on a high level of responsibility.
• Perform special research, analysis, and projects as directed.
• Identify, document, and communicate best practices to simplify and standardize the client process flow.
• Develop a strong understanding of internal systems and the integrity of data that flows through the Consumer Services department.
• Lead and participate in team meetings to discuss business updates, priorities, and issues.

ADDITIONAL RESPONSIBILITIES

REQUIRED QUALIFICATIONS