Customer Solutions Lead

Reprise Financial

21d • $49,200 - $56,000 • Remote

About The Position

The Customer Solutions Team Lead is responsible for managing a hybrid team that provides exceptional support to customers through both phone and email channels. This role ensures that the team delivers timely, accurate, and empathetic assistance while meeting performance goals and compliance standards. The Team Lead will oversee daily operations, monitor service quality, and guide team members in resolving complex inquiries and escalations. Acting as a key resource for coaching and development, the Team Lead fosters a collaborative environment focused on supporting continuous improvement. This position reports to the Servicing Organization and plays a critical role in driving operational excellence.

Requirements

• 2–4 years in customer service, complaints management, or escalations within highly regulated consumer financial services or banking environments, including experience leading or coaching teams.
• Associate degree or equivalent experience required; bachelor’s degree preferred.
• Strong understanding of federal and state consumer finance and banking regulations; experience with complaint management processes and a solid understanding of fraud and identity theft policies.
• Skilled in complaint management systems and related software; advanced proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Exceptional verbal and written communication skills, with the ability to convey complex information clearly and professionally.
• Demonstrated ability to analyze issues, identify root causes, and implement effective solutions under pressure.
• Strong interpersonal skills with the ability to empathize, build rapport, and advocate for customers while balancing business needs.
• Superior ability to prioritize, multitask, and manage competing deadlines in a fast-paced environment.
• Thrives in dynamic environments, adjusting quickly to changing priorities and evolving business needs.
• Ability to challenge ideas constructively, escalate concerns appropriately, and contribute to process improvements.

Responsibilities

• Lead, coach, and mentor a team of Customer Solutions Specialists to deliver exceptional service and meet performance goals.
• Foster a positive, collaborative team culture focused on accountability, empathy, and continuous improvement.
• Conduct regular team meetings, training sessions, and one-on-one coaching to enhance skills and engagement.
• Monitor daily workflows and ensure timely resolution of customer inquiries, emails, and escalations.
• Allocate resources effectively to manage workload and maintain service-level agreements (SLAs).
• Track team performance metrics, identify trends, and implement strategies to improve efficiency and quality.
• Serve as the primary point of contact for complex or high-priority customer issues, ensuring swift and satisfactory resolution.
• Champion the voice of the customer by analyzing feedback and collaborating with internal teams to drive process improvements.
• Conduct audits of processes and interactions to ensure compliance and drive continuous improvements.
• Partner with Operations, Compliance, IT, and Loan Accounting teams to resolve systemic issues and enhance customer experience.
• Participate in strategic initiatives aimed at improving processes, reducing complaints, and increasing customer satisfaction.
• Collaborate on complaint management strategies and maintain a strong understanding of fraud and identity theft policies to ensure proper handling and prevention.
• Prepare and present performance reports, insights, and recommendations to leadership.
• Identify opportunities for automation, training, and process optimization to elevate team performance and customer outcomes.

Benefits

• This role will also be eligible to receive a variable annual bonus based on both company and individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree