CFS Phone Desk Supervisor

United Fidelity Bank

29d

About The Position

The CFS Cancellations Phone Desk Supervisor is responsible for assisting the Manager for CFS Products with the day-to-day direction of the CFS Cancellations Phone Desk team including problem resolution and interaction with the customers, dealerships and lenders on a regular basis.

Requirements

• Subject matter expert of AutoNation CFS Cancellations processes
• Minimum 3 years prior accounting experience
• Bachelor’s Degree, Associate’s Degree in Business or Accounting or equivalent credits highly preferred
• Excellent leadership and teambuilding skills
• Exceptional customer service focus
• Strong communication skills (both written and verbal)
• Strong mathematical/analytical skills
• Automotive accounting experience
• Flexible work schedule to accommodate month end accounting schedules and roll outs

Responsibilities

• Supervise, coach and develop CFS Cancellation Phone Desk associates
• Recruit, interview, monitor and motivate new CFS Cancellation Phone Desk associates with a focus on always improving the team’s skill set
• Establish performance objectives for CFS Cancellation Phone Desk team members
• Establish and maintain relationships with Store and SSC personnel allowing for open discussion regarding opportunities for improvement
• Maintain and monitor performance metrics, and address concerns and issues with Management to ensure SLAs are met or exceeded daily
• Work closely with the CFS Cancellation Training Lead to identify needs and develop training plans to maximize associates’ capabilities
• Prepare and deliver quarterly and annual performance reviews, including identifying and executing specific performance plans as needed for CFS Cancellation Phone Desk associates
• Assess current department operations, offer recommendations for improvement and implement new processes
• Monitor Cancellation Phone Desk Tickets to ensure they are worked timely
• Review Secondary Threshold queue as needed
• Resolve escalated issues
• Administer employee payroll, attendance issues and PTO
• Perform all other special projects and tasks as assigned

Benefits

• Competitive compensation and 401k matching
• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers
• Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees