Supervisor, Client Experience

Allied Solutions•Carmel, IN

11d•Onsite

About The Position

The Client Experience Supervisor will lead the Client Experience team by providing coaching, guidance, and support through positive communication to employees. This individual will operate with a high sense of urgency and will deliver accurate and informative results in client management and team leadership. Will ensure daily required workloads are completed and department standards are met. Will conduct in-depth research to identify any missed opportunities, as well as provide service and issue resolution to escalated clients, implement departmental initiatives, and represent the team to internal and external personnel. This position supervises 10 or more employees.

Requirements

5-7 years of directly related work experience required
2+ years of people leader experience required
Exceptional communication skills; use of clear, concise, and effective oral and written communication.
Accurately relay information with confidence.
Ability to speak and present in small or large groups.
Ability to work professionally with other department leads and upper management.
Lead by example; be empathetic, flexible, reliable, and dependable
Be motivated to set goals for self-improvement and to drive team to success
Ability to build and maintain strong professional relationships with employees, internal teams and clients; adaptable to various personalities and adverse situations
Ability to handle confidential information in a responsible manner and lead difficult conversations
Accept and adapt to change; lead team through positive change management
Ability to work independently and take ownership of client and field relationships
Be resourceful, confident, knowledgeable, and highly self-motivated to resolve critical client servicing needs
Ability to convey thoughts in a focused and concrete manner
Ability to identify, analyze, and resolve problems with urgency
Ability to prioritize high level escalations and work with various teams to resolve
Effectively manage time and maintain availability to team
Ability to adapt to change in processes or daily routine quickly
Ability to assign and monitor multiple workloads and complete deadlines
Be creative, present new ideas for efficiencies and better workflow processes

Nice To Haves

Associate’s degree in a related field preferred

Responsibilities

Develop, empower, and coach employees to think creatively, work independently and perform to their maximum potential as a highly efficient and effective Client Experience Consultant
Supervise 10 or more employees and ensure that performance and quality standards are met; assign and delegate workflow to achieve department goals
Interview, hire, coach, evaluate, discipline, and terminate employees according to Human Resources guidelines
Monitor and maintain all Allied Solutions Human Resource responsibilities pertinent to this department (Annual Performance Reviews, PTO/flex requests, timecards, etc.)
Organize and conduct one on one meetings to inform employees about changes, new procedures, or problems pertaining to their areas of responsibilities
Establish goals, action plans, and timelines for team development and quality improvement
Assess employee performance in client servicing and provide ongoing constructive feedback and coaching for improvement
Serve as a role model to team and other departments within the organization; lead by example and promote positivity
Provide additional one on one trainings as needed to team while also providing additional training support to other departments
Manage the resolution of escalated issues through the coordination and collaboration of cross-functional teams while communicating high risk impact findings
Proactively escalate to management those issues that are not meeting the SLAs for resolution and correction to ensure organizational escalation and attention were warranted
Lead client servicing calls and/or provide support during scheduled calls
Provide corrective action plan for clients and internal teams to ensure issue resolution and improve the client experience; implement processes to prevent future client escalations which includes but is not limited to continuous collaboration with the Operational Risk department, Account Management, Implementation, CPI Underwriting, claims, field staff, accounting, quality assurance.
Prepare and distribute communication to client and stakeholders; ensure follow up and remediation is completed; self-manage timely responses
Train and educate clients in best practices and product nuances
Effectively and professionally present information to clients and internal staff; ability to handle high level, critical situations
Document client trends, impacts, and make recommendations for operational performance based on client needs
Coordinate the involvement of internal teams to ensure client expectations are met and service standards are adhered to; develop strong internal relationships with cross functional teams
Anticipate client servicing needs and take steps to resolve issues before they occur
Capture data from clients to effectively measure and monitor the client experience
Represent Client Experience team on internal and external calls to present departmental information; be assertive and respectful in presenting new ideas and process improvements
Analyze, direct, and implement solutions for the continued development and success of the department and company; ensure success with consistent measuring and monitoring of data
Review and analyze lender level indicators for overall awareness and issue prevention; provide strategic guidance to optimize product performance
Review and analyze employee trends and patterns; provide guidance and corrective action when necessary
Obtain and interpret high level data to create and present the client story; ability to present clear and concise data to small and large groups
Identify and manage trends related to department procedures and processes
Manage operational reporting and implement new processes and procedures to ensure improvement and efficiency gains
Track and monitor employee data and information for statistical purposes; review and monitor workload to ensure department service level agreements are upheld
Partner with various departments regarding projects and initiatives to streamline procedures while also providing insight regarding concerns identified
Extensive knowledge of lender files and set up
Advanced knowledge of billing processes and set up