Director of Client Services

CRIF S.p.A.•Atlanta, GA

10d•Onsite

About The Position

CRIF Select Corporation has the pleasure of serving some of the most successful financial institutions and auto and RV dealerships in the country. CRIF Select combines innovative technology, services and consulting to enable clients to be leaders in the indirect lending industry. This is achieved with knowledgeable and passionate people, strong partner cooperation, and long-term interactive client relationships. We specialize in helping our clients create, maintain and grow their indirect lending programs through CRIF Select technology and services. CRIF Select Corporation proudly provides a dynamic entrepreneurial work environment, boasting international flair that encourages innovative and fresh ideas. We use leading-edge technology to deliver world-class service both internally and to our customers. We are seeking the right person who takes pride in their work performance, possesses strong organizational skills, communication skills, and attention to detail. This person must be able to work as part of a team and independently while maintaining a focus and passion for providing quality and positive customer satisfaction outcomes for our clients and internal stakeholders. Please forward your resume and we will provide the training related to the responsibilities below. The Client Services Manager is responsible for overseeing the delivery of exceptional service to clients, ensuring satisfaction, retention and growth. This role acts as the primary liaison between clients and internal teams, managing relationships, resolving issues and identifying opportunities to enhance the client experience. The Client Services Manager is responsible for managing the day-to-day operations of the department, serving our lender and dealer partners. We strive to proactively meet their needs and requests in a timely manner, with accuracy, and to their satisfaction.

Requirements

Bachelor’s degree or equivalent leadership experience
At least 7 years of experience in a client facing service environment
Data-driven approach to client management
Proficiency in CRM systems and Microsoft Office Suite
Proven interpersonal skills, communication skills, and organizational skills
Problem-solving mindset with a focus on client satisfaction

Responsibilities

Manages the Team’s Deliverables
Establishes team goals that align with overall departmental and corporate goals and strategy
Routinely reviews the team’s deliverables in relation to established goals and standards
Provides oversight to ensure production and quality standards are met
Addresses client concerns promptly and effectively
Escalate issues when necessary and follow through to resolution
Manages Individual Contributors
Manages performance to drive results and meet Service Level Agreement (SLA) and Quality standards
Drives employee engagement and motivates employees
Provides feedback and coaching to improve the overall performance of the team
Defines roles and responsibilities within the team and assigns work appropriately
Manages employee development within the team and leverages talent across the department
Plans, organizes, and assigns work as it relates to workflows within the team
Participates in new lender partner implementations
Drives and promotes continuous process improvement for the overall department
Report on trends identified through ticketing system, identifying areas to gain efficiencies and improvements
Prepare internal reports on client satisfaction and service trends
Provide regular updates to clients on performance metrics and project status
Interfaces and fosters relationships with other areas and leaders in the organization
Attends critical meetings that impact the team workflows and deliverables
Responsible for and acts as a liaison for external and internal relationships
Prepare and deliver communication to lender and dealer partners
Provides effective communication across the organization
Conducts team meetings, individual meetings and communicates with peers
Routinely identifies and shares information and solicits feedback regarding process improvements and general company departmental information
Cascades information and implements communication plans