Supervisor, Compliance Services - Renewals

Wheels, Inc. • Schaumburg, IL

2d • $65,400 - $91,600 • Onsite

About The Position

Supervise title & registration personnel ensuring client satisfaction through effective and efficient execution of Registration Renewals and related services. Work to develop and coach a team of registration specialists through the management of day-to-day functions and responsibilities within Compliance Services.

Requirements

• Ability to lead by example and supervise professionally.
• Collaborator, team focused.
• Coach and assist employees.
• Self-motivated, able to work independently.
• Solid written/oral communication, facilitation and presentation skills.
• Strong computer skills – proficient with office suite applications Windows, Word, Excel PowerPoint and Access.
• Abilities to multi-task/manage large volume effectively and efficiently.
• Provide excellent customer service (internal and external).
• Must possess organizational, analytical, process improvement, research, and reliability skills.
• Bachelor's degree preferred.
• 3-5 years previous supervisor experience in a service industry environment.
• 3-5 years customer service experience.

Responsibilities

• Maintain a good rapport with internal and external clients.
• Proactively communicate issues impacting external and internal clients.
• Promote a culture focused on the overall customer experience.
• Handle customer inquiries, escalations and service recovery situations.
• Establish and maintain good working relationships with tag agencies and DMV’s.
• Identify cost saving opportunities with tag agents.
• Hold tag agents accountable for results.
• Maintain a culture focused on continuous improvement; encourage employee engagement as it relates to process improvement and Lean methods.
• Help identify opportunities to improve processes.
• Oversite of exception reporting including but not limited to client billing records, file handling and aged requests.
• Monitor and analyze performance metrics to identify trends or opportunities where cost savings/cost avoidance and/or quality improvements can be realized.
• Maintain process maps and standard operating procedures as required.
• Oversee the daily work activities of employees including registration renewal specialists, reg ex specialists, driver fulfillment and support staff.
• Monitor productivity, prepare monthly reports, maintain attendance records, coordinate employee schedules, and prepare payroll.
• Provide assistance and guidance in prioritizing workload, coordinating team efforts, ensuring quality services, and exceeding commitment to clients.
• Ensure employee accountability for timely & accurate transaction processing.
• Establish and maintain a collaborative service structure including setting expectations, reward and accountability.
• Interview candidates, prepare training schedules, assess training needs and coordinate continuing education opportunities for team members.
• Aid in implementation of new processes including system enhancements to better support daily operations and customer expectations, i.e., Salesforce.
• Coach, develop job skills, establish performance expectations, give feedback and recognition, take corrective actions, and assist management with hiring and written performance appraisals.

Benefits

• Annual incentive plan which is based on company performance and individual performance.
• 50+ health, wellness and engagement benefits
• Advocate Health Care Wellness Portal

What This Job Offers

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