Team Manager, Customer Experience Team

Stellantis Financial Services•Dallas, TX

1d•Hybrid

About The Position

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citron, Dodge, DS Automobiles, Fiat, Jeep, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience. Position Summary: The Customer Experience Team (CET) Team Manager will monitor daily production/performance statistics and trends and address any backlog or workflow issues with CET Specialists. The CET Team Manager will also regulate consumer-facing policies and procedures, by monitoring and ensuring the CET group accurately acknowledges, handles, and responds to customer concerns and inquiries surrounding consumer protection laws, submitted through verbal and written channels. The CET Team Manager will also oversee the Root Cause Analysis process ensuring all RCAs are completed accurately and share with the responsible business lines for improvements. This is a hybrid, in office position. Must have reliable transportation and live within a commutable distance to Dallas, TX.

Requirements

Two (2) years minimum of managerial or leadership experience
Three (3) years minimum of center/customer service/Complaint Handling-related experience
Proven experience in handling customer inquiries, complaints, and escalations effectively
High school diploma/GED or equivalent
Effectively lead teams by setting clear goals, inspiring collaboration, and driving accountability to achieve results
Excellent skills with using MS Office Suite applications, such as Excel, Word, Outlook and PowerPoint
Exceptional verbal and written communication, and interpersonal skills
High level of attention to detail, organizational skills, and ability to multitask effectively
Must be able to maintain a high level of integrity, confidentiality and professionalism
Understand, adhere and interpret company policies, procedures, and regulatory compliance guidelines
Read and interpret documents and apply common sense understanding to carry out instructions
Demonstrate strong analytical skills in identifying root causes of issues and developing effective solutions to prevent recurrence
Overtime required required on an as needed basis
Travel 0-10% - as required on an as needed basis

Nice To Haves

Prior experience working within or alongside Compliance teams, with a strong understanding of regulatory standards and risk mitigation practices
Knowledge of customer relationship management (CRM) systems and other relevant software is a plus

Responsibilities

Oversee CET groups by monitoring daily production/performance statistics and trends and address any backlog or workflow issues with employees
Mitigate complaint volumes through all complaint channels and assign complaint work to CET specialists to ensure efficient research, resolution and response is provided to customers within expected response times
Work with the CET Manager to compile monthly production reports, performance reports, phone statistics, queue reviews, and vintage reporting. Utilize the reports and updates to establish efficiencies, set goals, improve workflow, establish procedural changes, and manage volume
Ensure all high-risk complaints are acknowledged and responded to with accurate resolution within the escalated time frames
Communicate with subject matter experts for resolution based on severity, risk, or type, and subsequently evaluate, acknowledge, investigate, escalate, as needed, to provide the best resolution
Assist in analyzing and resolving cross-functional and third-party issues to the satisfaction of all parties involved.
Cultivate relationships with other departments, dealers, attorneys, customers and other internal and external contacts to facilitate problem-solving and resolution
Partner with Compliance department and leadership to determine distribution of high-risk complaints and perform necessary and immediate research for resolution as requested
Ensure CET Specialists are critically evaluating complaints for root cause analysis to identify business improvements. many of which are complex operation and compliance issues
Coordinates meetings with business lines to discuss root cause analysis findings on complaints and provide corrective action plans for business improvement
Achieves expected scores on Quality Assurance phone monitors, as well as written quality audits