Team Lead Customer Service

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Published date: November 21, 2020 5:19 am

Location: Mesa, Arizona, United States

}Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Customer Service

Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.

Summary of Responsibilities:

The Lead, Auto Loan & Lease Customer Service is responsible for effectively responding to escalated customer service issues to ensure proper resolution, including customer follow-up. S/he will play a key role in documenting resolution path and identifying coaching and training opportunities to drive an improved customer experience.

Essential Functions:

Collaborates with all internal and external departments to ensure effective problem resolution.
Notifies leadership of recognized trends and opportunities to improve end-to-end business and customer service processes
Manages less complex escalated issues from agents and works to resolution including customer follow-up.
Identifies and assists managers in coaching and training opportunities to drive an improved customer experience.
Identifies innovative ways to evolve the department processes and further align with the needs of the customer while working with our support partners to achieve a great customer experience.
Resolves challenges and issues in providing optimal customer service solutions to customers.
Trains and advises junior Customer Service professionals to enhance learning and customer service skills as needed.
Participates in and supports the implementation of Customer Service process and procedure changes.
Remains abreast emerging customer services best practices; summarizes and communicates findings with team.
Documents escalation records and resolution paths to share and utilize as a training tool.
Uses established escalation path for customer complaints and routes calls based on company policy and procedure or uses best judgement to escalate based on potential company risk.
Assist managers with department floor coverage and special tasks or projects as assigned.
While employees work remotely, or from home, they are unable to take customer payments but advise customers on account status and alternative methods to make a payment

Other Functions:

Other duties as assigned.

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