Customer Service Team Lead

Summary

Join First Help Financial (FHF), a rapidly growing company, as a Customer Service Team Lead! This remote position offers a competitive salary plus bonus and reports to the Associate Manager, Call Center. You will lead and mentor a team, handle escalated customer issues, manage administrative tasks, and ensure team productivity. FHF provides excellent benefits, including health and welfare benefits, paid time off, 401(k) match, and tuition reimbursement, fostering a healthy work-life balance and career growth opportunities. The ideal candidate possesses strong customer service and communication skills, proven experience at FHF, and expertise in relevant platforms and policies. Apply today to join our diverse and inclusive team!

Requirements

• Excellent communication (verbal and written) skills
• Must be well organized to keep records on employee performances that are easily accessible especially for Mid-Year/End-of-Year reviews
• Proficient in navigating and using all applicable Servicing platforms (Leapfrog, Cyberridge, Payix, NICE)
• Minimum 1 year experience in Customer Service or Collections at FHF
• Must be a Subject Matter Expert in all policies, procedures and compliance-related topics
• Impeccable compliance history with no major violations
• Proven success in Customer Service and/or Collections at FHF
• Strong customer service and de-escalation skills
• Availability to attend one of the semi annual outings

Responsibilities

• Responsible for call monitoring, meeting with team members, both individually and as a group, to discuss metrics and general performance
• Provide regular feedback to team members to aid in their professional development
• Handle escalated calls from clients, dealers, 3rd parties, etc
• Approve repossession payment plans
• Assist with the queue by taking around 15-20 calls a day
• Assisting with texting as needed should there be an unforeseen call out
• Manage the team on the floor by ensuring productivity and answering ad-hoc questions and always monitoring the queue
• Help develop new trainings as new policies come out
• Managing time cards and vacation/sick time approvals
• Assist the CS Manager as needed
• Supervises and aids with planning, directing, and coordinating activities of customer service workers engaged in ensuring customer satisfaction through processing customer requests and coordination with other departments as required
• Advises workers on investigating complaints on concerns on any services offered
• Reviews reports of findings and recommends response to customer issues, considering nature and complexity of issues
• Ensures compliance with established customer service policies and procedures

Benefits

• Competitive health and welfare benefits (medical, dental, vision, LTD/STD, Identity theft, paid parental leave and much more)
• Paid vacation
• 401(k) match
• Tuition reimbursement
• Social activities
• Monthly lunches
• A robust employee recognition and talent development program to enhance your career with us