Client Service Lead AZ

GRAND PACIFIC RESORTS INC•Tucson, AZ

1d•Onsite

About The Position

The Client Service Lead supports the Client Service Supervisor in managing staff and ensuring that service level requirements are consistently achieved and maintained each month. This role serves as the primary point of contact for agent questions and escalations. The individual must possess proficient knowledge of client policies and procedures and be capable of resolving minor technical issues to assist agents. Key responsibilities include answering and responding to customer inquiries via phone and email, assisting client service agents with their questions and escalated situations, processing customer requests received through email and mail, and undertaking special projects during periods of lower call volume. The Lead will also work directly with the Client Service Supervisor and Manager.

Requirements

Strong customer service experience preferably in a call center environment.
At least 2 years of customer service and/or call center experience.
Solid communication skills and excellent interpersonal skills.
Ability to express ideas in a clear and concise manner verbally as well as in writing.
Experience with call center phone systems, monitoring and reporting software.
Ability to learn and work with a variety of servicing industry software platforms.
Proficient in MS Office Applications.
Ability to work efficiently in a high demand, team oriented, and fast-paced environment.
Punctuality and good attendance are a must.
Ability to learn quickly and multitask.
High School graduate or equivalent required.
Minimum 2 years of customer service/ and/or call center environment.

Nice To Haves

Schedule flexibility.
Bilingual in Spanish a plus.
At least 2 year college (associate) degree preferred.
Experience in banking, loans or mortgage a plus.

Responsibilities

Support the Client Service Supervisor in management of staff.
Make sure service level requirements are achieved and maintained monthly.
Act as the first point of contact for agent questions and escalation.
Have proficient knowledge of client’s policies and procedures.
Solve small technical issues to assist agents.
Answer and respond to customers by phone and email.
Assist client service agents with questions and escalations.
Process customer requests by email and mail.
Work on special projects during slower call volume times.
Work directly with Client Service Supervisor and Manager.
Reply to customer questions/concerns.
Look up account information.
Set up and expire ACH payments.
Calculate payment amounts.
Request payment and fee adjustments.
Upload correspondence and documents in NLS.
Send correspondence and documents by email and mail.
Document accurately and in detail all customer interactions in NLS.
Meet and/or exceed phone performance standards and requirements.
Perform account follow up as needed.
Maintain and memorize policies and procedures.
Assist client service representatives with questions on systems and Standard Operation Procedures.
Take escalated calls or take over calls that need a more knowledgeable agent.
Achieve and maintain client service level agreement (SLA) targets.
Provide feedback to management regarding customer satisfaction levels and potential opportunities for improvement.
Manage and complete Jira tickets.
Assimilate into the Advanced Financial Company Commitment to Excellence culture through understanding, supporting and participating in all elements of Commitment to Excellence.
Demonstrate working knowledge of the service standards.
Maintain regular attendance in conformance with the standards.