Supervisor, Compliance Services - Renewals

Wheels•Schaumburg, IL

20h•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.

Nice To Haves

Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate in everything we do, from big bets to daily execution.
Fuel Your Minds: Be bold, challenge assumptions, think differently, look outside the box. Strive to unlock your own thinking and create new possibilities.
Own It: Take responsibility for your work, from start to finish, and be accountable for the results. Think and act like an owner of the business.
Share the Ride: Trust is central, both with key internal and external stakeholders. Relationships are not a side effect of work but a driver of success.

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.