About the position
The Customer Care Team Lead is responsible for servicing internal and external customers by providing information about financial products and services and customer concerns. The Customer Care Team Lead is assigned to and responsible for all escalated customer interactions, in addition to second level customer care resolution. He/she acts as a subject matter expert by providing training, coaching, or responding to complex inquiries. The Customer Care Team Lead is instrumental in enhancing the customer experience by providing high quality service at every interaction and ensuring customer inquiries are being handled appropriately, while working in a dynamic, fast-paced environment.
Responsibilities
- Ensure escalated customer inquiries are handled in a timely manner.
- Assist and train Customer Care Representatives with complex inquiries to promote first call resolution.
- Determine the cause of the customer's concern; explain the best solution to solve the concern; expedite correction or adjustment and follow-up to ensure resolution.
- Maintain accurate and updated records of customer interactions and transactions; record details of inquiries and actions taken.
- Educate customers by answering financial products and service questions and suggesting information about other products and service.
- Handle all interactions in accordance with PLS policies, procedures, federal guidelines and applicable laws.
- Identify training needs and support continuous development.
- Meet Quality Assurance requirements and other key performance metrics.
- Ensure new processes and procedures are implemented and used effectively.
- Process and monitor disputes by interviewing, gathering and recording customer details.
- Lead by example by maintaining a comprehensive knowledge of PLS products and services.
- Support Customer Care Supervisor by escalating employee-related concerns and serving as a backup.
- Other duties as assigned by management.
Requirements
- Previous Contact Center experience in a high volume environment.
- High school diploma or equivalent.
- Previous experience handling escalated interactions or second level complaint resolution is a plus.
- Prior leadership experience is a plus.
- Ability to communicate clearly and effectively in Spanish is a plus.
- Ability to work flexible hours, including evenings and holidays as required to support business initiatives.
- Ability to establish and maintain effective working relationships with peers, customers and management.
- Excellent customer service and organizational skills.
- Experience working in a fast-paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner.
- Strong skills to analyze, prioritize, and/or establish a resolution for customer issues.
- Demonstrated ability to complete efficient data entry.
- Ability to readily accept and adapt to changes in work environment, priorities and regulations.
- Ability to work both independently and as a team member.
- Customer service-oriented with the ability to handle difficult situations.
- Excellent written and oral communication skills and phone etiquette.
- Ability to analyze and interpret Key Performance Indicators.
- Computer literacy in Microsoft Windows operating system and Microsoft Office.
Benefits
- Medical/dental/vision insurance.
- 401k.
- Vacation.
- Opportunities for advancement.
- On-going training available.
