Customer Service Manager

Customer Service Manager

Take your career to the next level! In the last few years our goal has been expansion, creating growth opportunities for many of our team members. Not only are we serious about growth, but we are also serious about helping our customers during hard financial times.

We take pride in providing solutions and offering a helping hand, not only to our customers but also to the communities we serve. As we continue to expand and grow into a national leader in consumer financing, we invite you to consider joining our team.

If you're passionate about making a meaningful impact in people's lives and bringing a personal touch to finance, we'd love to have you on board!

The Customer Service Manager oversees a dynamic inbound/outbound call center team, primarily servicing regional customers. This role is also responsible for partnering with various cross-functional teams, managing all aspects of our remote loan closing (RLC) processes, and assisting with our loan modification program. It requires strong technical and leadership skills to effectively lead personnel, set priorities, and understand the impact of product releases on both the team and external customers. The manager should have experience in capacity management, utilizing technology such as ticketing and phone systems to forecast and manage staffing levels. The manager must have exceptional organizational and analytical skills with the ability to ingest large amounts of data, identify gaps, eliminate risk and work independently. Additionally, technology should be leveraged to monitor metrics that optimize team efficiency and enhance service for both external and internal customers.

Duties and Responsibilities

• Provide exceptional support for all external customers and regional employees
• Serve as a point of contact for customer-facing inquiries and complaints by working with various subject matter experts
• Address and resolve customer escalations by engaging applicable subject matter experts for quick resolution
• Collaborate with other RMC departments to ensure all customer service contacts are being properly handled
• Manage and maintain all policy and procedures related to customer service
• Mentor support team on providing a great customer experience with every contact through proper communication techniques
• Manage a team for optimal efficiency and performance management through key performance indicators, individual performance and quality standards
• Lead and develop staff through daily/monthly coaching and formal one-ones
• Identify and implement process enhancements for greater optimization and improved customer experience
• Work in collaboration with the branch support manager and perform all such functions in the absence of the branch support manager or as needed
• Serve as a product expert on regional applications needed to support our customers and field employees
• Work with the product owner of the loan origination and servicing system to appropriately prioritize the resolution of system issues or addition of new features
• Work directly with manager and functional areas supporting regional's loan modification program with a focus on quality management and sox key controls.
• Represent the support staff in cross-functional meetings
• Execute other projects and duties as directed by management
• The schedule will require some evening and/or weekend hours
• Other duties related to support as assigned

Minimum Qualifications

• Associates degree (commensurate experience may be used in lieu of degree)
• 3+ years of consumer finance experience
• 3+ years managing a call center or customer support department (commensurate experience may be used)
• Proficient in Microsoft suite with heavy emphasis in Excel including writing complex formulas
• Proficiency in Microsoft Copilot, Claude, or similar AI-enabled software applications
• Strong understanding of SQL with ability to run and modify queries
• Ability to work in a fast-paced and ever-changing environment
• Strong attention to detail
• Strong analytical skills
• Must pass pre-employment screenings

Preferred Qualifications

• Experience with Nortridge loan system (NLS)
• Experience with JIRA and/or other contact center ticketing systems or CRM's
• Experience with CXonce and/or other contact center call management systems
• 5+ years of experience with customer support management

Regional is an equal opportunity employer and does not discriminate on the basis of race, color, religion, creed, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, transgender status, age, disability, genetic information, veteran status, uniform service, or any other characteristic protected by applicable law ("protected characteristics"). Regional's policy of non-discrimination applies to all phases of the employment process and relationship, including, but not limited to, recruitment and selection; compensation and benefits; professional development and training; promotions and opportunities; transfers; social and recreational programs; layoff; and terminations.