Client Services Manager
About The Position
This position will provide tailored technical customer operations support. Develops strategies for implementing operational efficiencies by reviewing work flows, procedures, and performance. Executes customer operations policies and procedures. Builds and maintains positive, effective, and mutually beneficial-working alliances with customers. Initiates problem solving action and follows through to resolution. Performs root-case analysis of problems to formulate and recommend improved alternative operations. Leads process improvement initiatives. Responsible for client onboarding and go live calls in concert with respective departments. Monitor MVTRAC LPR Hotlist for trends. Monitor top 20 clients volume of assignments and associated performance. Direct POC for client communications via email (Ops/Manager distros) and Client Phone Line. Monitor managers@mvtrac distro Management of monthly/quarterly and annual client performance calls. Review of client margin/fee structure for reporting to COO. Review/reconcile Commission Guide/associated RMP points. Provide notice to all teams. Adjust/update fees in RMP as needed for contract changes. Provide notice to all teams. Update lender requirements sheet for VM as needed for process/contract changes. Provide notice to all teams.
Requirements
- Minimum of 2 years Customer Service and Account Management experience, or equivalent.
- Legal authorization to work in the U.S. indefinitely is required.
- High School Diploma, or equivalent.
- Strong phone skills with ability to give clear and concise direction
- Strong multi-tasking and organization skills.
- High level of experience using G-Suite, MS Office and related applications.
Nice To Haves
- Experience handling escalated client complaints or requests
- Forwarding experience is a plus.
- Skip tracing experience is a plus.
- Experience with collateral repossession.
- Collections, asset recovery, credit experience would be beneficial.
Responsibilities
- Develops strategies for implementing operational efficiencies by reviewing work flows, procedures, and performance.
- Executes customer operations policies and procedures.
- Builds and maintains positive, effective, and mutually beneficial-working alliances with customers.
- Initiates problem solving action and follows through to resolution.
- Performs root-case analysis of problems to formulate and recommend improved alternative operations.
- Leads process improvement initiatives.
- Responsible for client onboarding and go live calls in concert with respective departments.
- Monitor MVTRAC LPR Hotlist for trends.
- Monitor top 20 clients volume of assignments and associated performance.
- Direct POC for client communications via email (Ops/Manager distros) and Client Phone Line.
- Monitor managers@mvtrac distro
- Management of monthly/quarterly and annual client performance calls.
- Review of client margin/fee structure for reporting to COO.
- Review/reconcile Commission Guide/associated RMP points.
- Provide notice to all teams.
- Adjust/update fees in RMP as needed for contract changes.
- Provide notice to all teams.
- Update lender requirements sheet for VM as needed for process/contract changes.
- Provide notice to all teams.
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
