Manager, Client Services

LendingTree•Seattle, WA

17h•$85,000•Hybrid

About The Position

LendingTree is the nation’s leading online lending marketplace. We connect consumers with multiple lenders so they can easily compare options and find the right fit — from mortgages and personal loans to credit, savings, and insurance products. Our founder, Doug Lebda, started LendingTree in 1996 after his own frustrating house-hunting experience. What began as a simple idea to make loan shopping easier has grown into a platform that empowers millions of people to make smarter financial decisions every day. What else you should know: We’re a publicly traded company (NASDAQ: TREE). We’ve welcomed several other companies into the LendingTree family to expand our reach and capabilities. We’ve built the LendingTree app and My LendingTree dashboard to give consumers tools to manage and monitor their financial health. We’re also committed to giving back — through philanthropic programs, volunteer opportunities, and partnerships that strengthen the communities where we live and work. This is a hybrid role Tue-Thur in office Monday and Friday remote.

Responsibilities

Responsible for recruiting, selecting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Responsible for preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.
Improves customer service quality results by studying, evaluating and communicating service metrics; monitoring and analyzing results; implementing changes.
Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
Effective communication is used both upwards and downwards within the department to address new items of business, departmental/industry trends, areas of concern, etc.
Team Leads and CS Reps receive ample notice of upcoming promotions, any changes that affect daily operations, or changes to the compensation structure.
New ideas are presented which address inefficiencies in the department as well as opportunities for growth. Ideas are well-thought out, supported by data and/or evidence that speak to the validity of implementing proposed ideas or projects.
Department meets or exceed Agent Revenue and Agent Count goals and any product/carrier specific goals
All tasks hit deadlines with minimal reminders from upper management.
Upper management receives periodic updates on status of long-term projects.
Fosters managerial growth in Team Leads by providing appropriate communication and coaching to aide them in their position
Responsible for ensuring all operational expectations and procedures are met, including cross-department collaboration with Accounting, Billing and Platforms