Customer Solutions Team Lead

WSFS Bank • Philadelphia, PA

9d

About The Position

NewLane Finance is a commercial equipment finance company, serving small and mid-size business nationwide. Our mantra is "business lending done right", and our strategy is to revolutionize small business lending by employing the latest technology and a motivated workforce to deliver fair and transparent financing solutions to businesses with unmatched levels of speed, convenience and customer service. Our products and services are offered to the business community primarily through financing programs with equipment manufacturers, distributors, and dealers. NewLane Finance is powered by a $20B financial organization.

Position Summary: The Customer Solutions Team Lead helps lead and motivate the team of employees responsible for providing excellent customer service which includes evaluating, investigating, and resolving issues. The Team Lead ensures daily communication, phone calls and emails, from customers is researched, proper resolutions are identified, and customers receive replies timely. They are responsible for evenly assigning email cases created and assignments from customer inquiries as they come in. They are entrusted with certain decision-making responsibilities that can substantially impact the relationship between the company and a customer. A high quality of customer service is to be provided during every customer interaction, even when delivering a decision which may not fully meet a customer’s expectations. Assist with supervising the daily activities of employees in department, including but not limited to distributing assignments, motivation and recognition, ensuring adequate initial and ongoing training and development, and ensure adherence to company and departmental policies, procedures, and standards. Distribute work and duties as necessary amongst the team which could change day to day. Prepare issue analysis, status updates, and special reporting to leadership on a regular basis. Properly triage customer issues and ensure they are responded to in a timely manner. Act as first point of escalation for the team and assist with troubleshooting new and difficult situations. Escalate issues to as necessary. Ability to waive late fees up to a discretionary amount as set by leadership Identify and work on complex problems where analysis of situations or data to determine a customer-centric resolution requires an in-depth evaluation of multiple variables and factors. Work with leadership on the implementation of systems to track key aspects of issues including timeliness of resolution and data that can influence changes to policies/procedures to reduce future complaints on same issue to improve customer satisfaction. Assist with creating effective customer service procedures, policies, and standards to be reviewed regularly. Coordinate with and motivate team to consistently achieve team and individual KPI’s. Act as first point of contact for team members and assist with engaging appropriate resources outside of department of responsibility to obtain issue resolution. Assist with major development projects as necessary and be the representative for the Customer Solutions Team. Be the primary trainer for new customer solutions personnel. Help drive overall team effectiveness by monitoring morale, and prioritizing team assignments. Identify, recommend and assist with implementing team enhancements in order to continually improve service and streamline processes. Other duties as assigned

Requirements

• Bachelor’s degree desired or 10 years of work experience in related field
• Exceptional customer service skills
• Proven ability to lead and motivate a team of employees
• High level of responsiveness
• Strong organizational, planning, and process management skills
• Strong analytical skills
• Strong working knowledge of Microsoft Office; Intermediate working knowledge of Excel
• Ability to effectively overcome customer concerns and create best possible outcome for customer and company
• Excellent problem solving and negotiation skills
• Excellent organizational skills and attention to detail
• Superior written and verbal communication skills with ability to adapt style to effectively communicate with intended audience
• Ability to articulate thoughts and ideas clearly, concisely, and persuasively

Responsibilities

• Helps lead and motivate the team of employees responsible for providing excellent customer service which includes evaluating, investigating, and resolving issues.
• Ensures daily communication, phone calls and emails, from customers is researched, proper resolutions are identified, and customers receive replies timely.
• Responsible for evenly assigning email cases created and assignments from customer inquiries as they come in.
• Entrusted with certain decision-making responsibilities that can substantially impact the relationship between the company and a customer.
• Provides a high quality of customer service during every customer interaction, even when delivering a decision which may not fully meet a customer’s expectations.
• Assists with supervising the daily activities of employees in department, including but not limited to distributing assignments, motivation and recognition, ensuring adequate initial and ongoing training and development, and ensure adherence to company and departmental policies, procedures, and standards.
• Distributes work and duties as necessary amongst the team which could change day to day.
• Prepares issue analysis, status updates, and special reporting to leadership on a regular basis.
• Properly triages customer issues and ensures they are responded to in a timely manner.
• Acts as first point of escalation for the team and assists with troubleshooting new and difficult situations.
• Escalates issues as necessary.
• Ability to waive late fees up to a discretionary amount as set by leadership.
• Identifies and works on complex problems where analysis of situations or data to determine a customer-centric resolution requires an in-depth evaluation of multiple variables and factors.
• Works with leadership on the implementation of systems to track key aspects of issues including timeliness of resolution and data that can influence changes to policies/procedures to reduce future complaints on same issue to improve customer satisfaction.
• Assists with creating effective customer service procedures, policies, and standards to be reviewed regularly.
• Coordinates with and motivates team to consistently achieve team and individual KPI’s.
• Acts as first point of contact for team members and assists with engaging appropriate resources outside of department of responsibility to obtain issue resolution.
• Assists with major development projects as necessary and be the representative for the Customer Solutions Team.
• Is the primary trainer for new customer solutions personnel.
• Helps drive overall team effectiveness by monitoring morale, and prioritizing team assignments.
• Identifies, recommends and assists with implementing team enhancements in order to continually improve service and streamline processes.
• Other duties as assigned.

Benefits

• medical coverage
• dental coverage
• vision coverage
• a 401(k) plan
• life insurance
• accident insurance
• disability insurance
• flexible spending accounts (FSAs)
• health savings accounts (HSAs)
• wellness programs
• paid parental leave
• military leave
• vacation and other paid time off
• sick leave in accordance with applicable state laws
• paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level