Customer Service Manager

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At LendingPoint, we believe that everyone deserves to feel the power of possibilities. As an online fintech company, we’ve created advanced consumer, small business, and merchant point-of-sale lending solutions to unlock access to affordable loans and empower those working to build their financial potential. By creating technology that sees your potential, we’re driving a better lending and borrowing experience by finding more reasons to say “yes.” More than just a job, LendingPoint is an exciting career choice where you’ll bring your expertise and experience to a talented team focused on providing an exceptional customer experience. Are we speaking about you? Then keep reading.

JOB SUMMARY:

Responsible for managing customer service department to achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

ESSENTIAL JOB FUNCTIONS:

• Meet customer service department and financial objectives.
• Ensure customer payments are processed correctly and on time.
• Maintain or improve, if needed, customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Manage customer service department/employees:
• Set daily goals and objectives; communicate the expectations and work with customer service supervisors to ensure goals and objectives are met.
• Equitably distribute customer cases among customer service representatives.
• Participate in the interview and candidate selection process to fill open customer service employee requisitions.
• Monitor and evaluate employee performance; provide training, coaching, and feedback in a constructive manner, when necessary; document all discussions and actions appropriately.
• Ensure that customer service representatives have the tools and/or resources necessary to perform their jobs.
• Set and maintain high customer service standards:
• Monitor calls to ensure customer satisfaction and compliance using designated system.
• Resolve customer escalations or service issues beyond representative/supervisor’s capability/authority.
• Audit cases when necessary
• Create and submit department progress reports to appropriate management using designated system.
• Review daily statistics, look for discrepancies, study and evaluate information to improve customer quality using designated system.
• Communicate with appropriate internal teams (e.g. TQM) and implement provided solutions, if needed.
• Update knowledge by participating in educational opportunities including knowledge regarding software used for customer service (e.g. Salesforce, Cloud Lending, RingCentral, and Loan Hero Update portal)
• Must be able to work a flexible schedule.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent required, Bachelor’s degree in a related field of study preferred.
• 1-2 years’ experience managing employees.
• 3-5 years’ experience in a customer support role.
• Working knowledge of Salesforce, preferred.
• Proficient in MS Office Suite
• Ability to easily establish rapport and credibility with a variety of customers, coworkers, management, etc.
• Results-oriented approach
• Excellent organizational and leadership skills