Customer Service Manager

About the role

Take your career to the next level! In the last few years our goal has been expansion, creating growth opportunities for many of our team members. Not only are we serious about growth, but we are also serious about helping our customers during hard financial times. We take pride in providing solutions and offering a helping hand, not only to our customers but also to the communities we serve. As we continue to expand and grow into a national leader in consumer financing, we invite you to consider joining our team. If you're passionate about making a meaningful impact in people's lives and bringing a personal touch to finance, we'd love to have you on board! The Customer Service Manager oversees a dynamic inbound/outbound call center team, primarily servicing Regional customers. This role is also responsible for partnering with various cross-functional teams, managing all aspects of our Remote Loan Closing (RLC) processes, and assisting with our Loan Modification program. It requires strong technical and leadership skills to effectively lead personnel, set priorities, and understand the impact of product releases on both the team and external customers. The manager should have experience in capacity management, utilizing technology such as ticketing and phone systems to forecast and manage staffing levels. The manager must have exceptional organizational and analytical skills with the ability to ingest large amounts of data, identify gaps, eliminate risk and work independently. Additionally, technology should be leveraged to monitor metrics that optimize team efficiency and enhance service for both external and internal customers.

Responsibilities

• Provide exceptional support for all external customers and Regional employees
• Serve as a point of contact for customer-facing inquires and complaints by working with various Subject Matter Experts
• Address and resolve customer escalations by engaging applicable subject matter experts for quick resolution
• Collaborate with other RMC departments to ensure all customer service contacts are being properly handled
• Manage and maintain all policy and procedures related to Customer Service
• Mentor support team on providing a great customer experience with every contact through proper communication techniques
• Manage a team for optimal efficiency and performance management through Key