Customer Care Team Lead

Stellantis Financial Services (SFS) is the captive finance company for one of the world's leading automakers and mobility providers with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move, and Leasys. Our growth provides opportunities to advance your career as we expand our products and services. Join our team and contribute to enhancing our customers' experience.

About the role

The Customer Care Team Lead will assist a team of Customer Service Representatives with escalated customer calls, shadow new hires, and lead the team toward achieving business goals. This role performs duties of a CSR II, including answering inbound calls, resolving data entry errors, handling customer escalations and complaints, and collaborating with leadership on performance improvement strategies.

This position involves regular access to specified personal information of consumers, including Social Security numbers and dates of birth.

Responsibilities

• Ensure all customer issues and complaints are dealt with promptly and courteously.
• Monitor CSR performance and provide appropriate feedback.
• Provide on-the-spot coaching and development to new customer service representatives and follow up for accuracy and retention.
• Collaborate with other departments to resolve escalated customer issues in a timely manner and keep customers and leadership informed of resolutions.
• Accept customer assistance calls and utilize communication skills to resolve issues.
• Research and follow up with customers when complex issues arise.
• Handle assigned accounts in accordance with established procedures, taking direction from management as required.
• Assist CSRs with more difficult accounts and field their customer service-related questions.
• Recommend accounts to management that require more complex handling.
• Maintain average talk time and error ratios at or below company objectives.
• Serve as a liaison to outside departments to help resolve complex customer issues.
• Perform other duties as assigned.

Requirements

• 3-5 years of customer service experience, loan servicing, or quality monitoring environment.
• High school diploma or GED required.
• Must live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Detroit, MI; Houston, TX; Phoenix, AZ.
• Must have reliable transportation.
• Overtime required on an as-needed basis.
• Travel 0-10% as required on an as-needed basis.
• Must be authorized to work in the United States; Stellantis Financial Services will not sponsor work visas for this position.

Skills

• Excellent verbal and written communication, and interpersonal skills.
• Ability to apply common sense understanding to respond to written correspondence, instructions, memos, tasks, and policies and procedure manuals.
• Strong critical thinking and effective problem-solving skills to make recommendations beyond the scope of written policies or standard guidelines.
• Ability to write routine reports and correspondence.
• Proficient with MS Office Suite applications such as Excel, Word, and PowerPoint.
• Ability to respond promptly to customer needs and solicit customer feedback to improve service.
• Contributes to building a positive team spirit and projects a teamwork attitude while balancing individual responsibilities.
• Demonstrates quality, accuracy, and thoroughness.
• Displays flexibility in adapting to rapidly changing conditions.
• Reliable and follows through on commitments, meeting deadlines.
• Ability to work independently and prioritize tasks efficiently.

Qualifications Preferred

• Knowledge of federal regulatory guidelines (ECOA, Fair Lending, CRA, FCRA, etc.) is a plus.

Physical Demands

• Regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Occasionally required to stand, walk, stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision.

Work Environment

• The noise level in the work environment is usually moderate.

Schedule

• Ability to work various shifts to accommodate business needs, typically between 8 AM–6 PM, Monday through Friday, and on weekends as needed.