Customer Care Team Lead

First Investors Financial Services•Dallas, TX

About The Position

The Customer Care Team Lead will be responsible for assisting a team of Customer Service Representatives with escalated customer calls, shadowing new hires and leading the team towards achieving business goals and objectives. Performs duties of a CSR II, which include answering inbound calls, resolving data entry errors, handling customer escalations and complaints, and working closely with the Performance Coach and department leadership on performance improvement strategies.

Requirements

3-5 years of customer service experience, loan servicing, or quality monitoring environment required.
High school diploma or GED required.
Excellent verbal and written communication, and interpersonal skills.
Must be able to apply common sense understanding to respond to written correspondence, instructions, memos, tasks, and policies and procedure manuals.
Exhibit strong critical thinking and effective problem-solving skills to make recommendations beyond the scope of written policies or standard guidelines.
Ability to write routine reports and correspondence.
Proficient with using MS Office Suite applications such as Excel, Word and PowerPoint.
Successful at responding promptly to customer needs and soliciting customer feedback to improve service.
Contributes to building a positive team spirit in a growing team and organizations
Projects a teamwork spirit while balancing individual responsibilities.
Demonstrate quality, accuracy and thoroughness abilities.
Display flexibility in adapting to rapidly changing conditions.
Must be reliable and follow through on commitments and meet deadlines.
Ability to work independently and effectively while prioritizing tasks efficiently.
Overtime required - required on an as needed basis.
Travel 0-10% - as required on an as needed basis.
Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX

Nice To Haves

Knowledge of federal regulatory guidelines (ECOA, Fair Lending, CRA, FCRA, etc.) is a plus!

Responsibilities

Ensures all customer issues and complaints are dealt with in a prompt and courteous manner.
Monitors CSR performance and provides appropriate feedback.
Provides on the spot coaching and development to new customer service representatives and follows up with them for accuracy and retention.
Collaborates with other departments to resolve customer escalated issues in a timely manner and keeps customers and leadership aware of resolutions.
Accepts customer assistance calls and utilizes communication skills to resolve issues.
Research and follow up with customers when complex issues arise.
Handles assigned accounts in accordance with established procedures taking directions from management as required.
Assists CSRs with the handling of more difficult accounts and fields their customer service-related questions.
Recommend accounts to management that require more complex handling.
Maintains average talk time and error ratios at or below company objectives.
Serves as liaison to outside departments to help resolve customers complex issues.
This position involves regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.
Other duties as assigned.