Customer Care Team Lead

Customer Care Team Lead

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, Citroën, 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 Care Team Lead will be responsible for assisting a team of Customer Service Representatives with escalated customer calls, shadowing new hires and leading the team towards achieving business goals and objectives. Performs duties of a CSR II, which include answering inbound calls, resolving data entry errors, handling customer escalations and complaints, and working closely with the Performance Coach and department leadership on performance improvement strategies.

Essential Duties and Responsibilities:

• Ensures all customer issues and complaints are dealt with in a prompt and courteous manner.
• Monitors CSR performance and provides appropriate feedback.
• Provides on the spot coaching and development to new customer service representatives and follows up with them for accuracy and retention.
• Collaborates with other departments to resolve customer escalated issues in a timely manner and keeps customers and leadership aware of resolutions.
• Accepts customer assistance calls and utilizes communication skills to resolve issues.
• Research and follow up with customers when complex issues arise.
• Handles assigned accounts in accordance with established procedures taking directions from management as required.
• Assists CSRs with the handling of more difficult accounts and fields their customer service-related questions.
• Recommends accounts to management that require more complex handling.
• Maintains average talk time and error ratios at or below company objectives.
• Serves as liaison to outside departments to help resolve customers complex issues.
• This position involves regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.
• Other duties as assigned.

Qualifications and Competencies Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

• 3-5 years of customer service experience, loan servicing, or quality monitoring environment required.

Education:

• High school diploma or GED required.

Skills Required:

• Excellent verbal and written communication, and interpersonal skills.
• Must be able to apply common sense understanding to respond to written correspondence, instructions, memos, tasks, and policies and procedure manuals.
• Exhibit strong critical thinking and effective problem-solving skills to make recommendations beyond the scope of written policies or standard guidelines.
• Ability to write routine reports and correspondence.
• Proficient with using MS Office Suite applications such as Excel, Word and PowerPoint.
• Successful at responding promptly to customer needs and soliciting customer feedback to improve service.
• Contributes to building a positive team spirit in a growing team and organizations.
• Projects a teamwork spirit while balancing individual responsibilities.
• Demonstrate quality, accuracy and thoroughness abilities.
• Display flexibility in adapting to rapidly changing conditions.
• Must be reliable and follow through on commitments and meet deadlines.
• Ability to work independently and effectively while prioritizing tasks efficiently.
• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Detroit, MI; Houston, TX; Phoenix, AZ.

Qualifications Preferred:

• Knowledge of federal regulatory guidelines (ECOA, Fair Lending, CRA, FCRA, etc.) is a plus!

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule: This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.

An applicant must be authorized to work in the United States to be eligible for this position. Stellantis Financial Services Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.