Supervisor, Client Experience

The Client Experience Supervisor will lead the Client Experience team by providing coaching, guidance, and support through positive communication to employees. This individual will operate with a high sense of urgency and will deliver accurate and informative results in client management and team leadership. Will ensure daily required workloads are completed and department standards are met. Will conduct in-depth research to identify any missed opportunities, as well as provide service and issue resolution to escalated clients, implement departmental initiatives, and represent the team to internal and external personnel. This position supervises 10 or more employees. Job Duties And Responsibilities Leadership & Development (50%) Develop, empower, and coach employees to think creatively, work independently and perform to their maximum potential as a highly efficient and effective Client Experience ConsultantSupervise 10 or more employees and ensure that performance and quality standards are met; assign and delegate workflow to achieve department goalsInterview, hire, coach, evaluate, discipline, and terminate employees according to Human Resources guidelinesMonitor and maintain all Allied Solutions Human Resource responsibilities pertinent to this department (Annual Performance Reviews, PTO/flex requests, timecards, etc.)Organize and conduct one on one meetings to inform employees about changes, new procedures, or problems pertaining to their areas of responsibilitiesEstablish goals, action plans, and timelines for team development and quality improvementAssess employee performance in client servicing and provide ongoing constructive feedback and coaching for improvementServe as a role model to team and other departments within the organization; lead by example and promote positivityProvide additional one on one trainings as needed to team while also providing additional training support to other departments Issue Resolution & Client Servicing (30%) Manage the resolution of escalated issues through the coordination and collaboration of cross-functional teams while communicating high risk impact findingsWill proactively escalate to management those issues that are not meeting the SLAs for resolution and correction to ensure organizational escalation and attention were warrantedLead client servicing calls and/or provide support during scheduled callsProvide corrective action plan for clients and internal teams to ensure issue resolution and improve the client experience; implement processes to prevent future client escalations which includes but is not limited to continuous collaboration with the Operational Risk department, Account Management, Implementation, CPI Underwriting, claims, field staff, accounting, quality assurance.Prepare and distribute communication to client and stakeholders; ensure follow up and remediation is completed; self-manage timely responsesTrain and educate clients in best practices and product nuancesEffectively and professionally present information to clients and internal staff; ability to handle high level, critical situationsDocument client trends, impacts, and make recommendations for operational performance based on client needsCoordinate the involvement of internal teams to ensure client expectations are met and service standards are adhered to; develop strong internal relationships with cross functional teamsAnticipate client servicing needs and take steps to resolve issues before they occurCapture data from clients to effectively measure and monitor the client experience Statistical Analysis/Operational Efficiencies/Data Analysis (20%) Represent Client Experience team on internal and external calls to present departmental information; be assertive and respectful in presenting new ideas and process improvementsAnalyze, direct, and implement solutions for the continued development and success of the department and company; ensure success with consistent measuring and monitoring of dataReview and analyze lender level indicators for overall awareness and issue prevention; provide strategic guidance to optimize product performanceReview and analyze employee trends and patterns; provide guidance and corrective action when necessaryObtain and interpret high level data to create and present the client story; ability to present clear and concise data to small and large groupsIdentify and manage trends related to department procedures and processesManage operational reporting and implement new processes and procedures to ensure improvement and efficiency gainsTrack and monitor employee data and information for statistical purposes; review and monitor workload to ensure department service level agreements are upheldPartner with various departments regarding projects and initiatives to streamline procedures while also providing insight regarding concerns identifiedExtensive knowledge of lender files and set upAdvanced knowledge of billing processes and set up Qualifications (Education, Experience, Certifications & KSA) Associate’s degree in a related field preferred5-7 years of directly related work experience required2+ years of people leader experience requiredExceptional communication skills; use of clear, concise, and effective oral and written communication. Accurately relay information with confidence. Ability to speak and present in small or large groups. Ability to work professionally with other department leads and upper management.Lead by example; be empathetic, flexible, reliable, and dependableBe motivated to set goals for self-improvement and to drive team to successAbility to build and maintain strong professional relationships with employees, internal teams and clients; adaptable to various personalities and adverse situationsAbility to handle confidential information in a responsible manner and lead difficult conversationsAccept and adapt to change; lead team through positive change managementAbility to work independently and take ownership of client and field relationshipsBe resourceful, confident, knowledgeable, and highly self-motivated to resolve critical client servicing needsAbility to convey thoughts in a focused and concrete mannerAbility to identify, analyze, and resolve problems with urgencyAbility to prioritize high level escalations and work with various teams to resolveEffectively manage time and maintain availability to teamAbility to adapt to change in processes or daily routine quickly Ability to assign and monitor multiple workloads and complete deadlinesBe creative, present new ideas for efficiencies and better workflow processes The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. 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