Customer Service Manager

Regional Finance (Regional Management Corp.)•Plano, TX

19d

About The Position

The Customer Service Manager oversees a dynamic inbound/outbound call center team, primarily servicing Regional customers. This role is also responsible for partnering with various cross-functional teams, managing all aspects of our Remote Loan Closing (RLC) processes, and assisting with our Loan Modification program. It requires strong technical and leadership skills to effectively lead personnel, set priorities, and understand the impact of product releases on both the team and external customers. The manager should have experience in capacity management, utilizing technology such as ticketing and phone systems to forecast and manage staffing levels. The manager must have exceptional organizational and analytical skills with the ability to ingest large amounts of data, identify gaps, eliminate risk and work independently. Additionally, technology should be leveraged to monitor metrics that optimize team efficiency and enhance service for both external and internal customers.

Requirements

Associates Degree (commensurate experience may be used in lieu of degree)
3+ years of Consumer Finance experience
3+ years managing a call center or customer support department (commensurate experience may be used)
Proficient in Microsoft Suite with heavy emphasis in Excel including writing complex formulas
Proficiency in Microsoft Copilot, Claude, or similar AI-enabled software applications
Strong understanding of SQL with ability to run and modify queries
Ability to work in a fast-paced and ever-changing environment
Strong attention to detail
Strong analytical skills
Must pass pre-employment screenings

Nice To Haves

Experience with Nortridge Loan System (NLS)
Experience with JIRA and/or other contact center ticketing systems or CRM’s
Experience with CXonce and/or other contact center call management systems
5+ years of experience with customer support management

Responsibilities

Provide exceptional support for all external customers and Regional employees
Serve as a point of contact for customer-facing inquires and complaints by working with various Subject Matter Experts
Address and resolve customer escalations by engaging applicable subject matter experts for quick resolution
Collaborate with other RMC departments to ensure all customer service contacts are being properly handled
Manage and maintain all policy and procedures related to Customer Service
Mentor support team on providing a great customer experience with every contact through proper communication techniques
Manage a team for optimal efficiency and performance management through Key Performance Indicators, individual performance and quality standards
Lead and develop staff through daily / monthly coaching and formal one-ones
Identify and implement process enhancements for greater optimization and improved customer experience
Work in collaboration with the Branch Support Manager and perform all such functions in the absence of the Branch Support Manager or as needed
Serve as a product expert on Regional applications needed to support our customers and field employees
Work with the product owner of the loan origination and servicing system to appropriately prioritize the resolution of system issues or addition of new features
Work directly with manager and functional areas supporting Regional’s Loan Modification Program with a focus on Quality management and SOX key controls.
Represent the support staff in cross-functional meetings
Execute other projects and duties as directed by management
The schedule will require some evening and/or weekend hours
Other duties related to support as assigned