Job: Unit Manager (USA) Job

This posting has expired and is no longer available.

Browse Similar Jobs: Banking/Credit Unions

Jobing Description

Unit Manager (USA)-704907

Description
Unit Manager / Escalated Management Team

Description:

EMT (Escalated Management Team) within the CLL Organization is comprised of fully empowered associates that utilize a variety of tools to quickly and effectively de-escalate customers with Unsecured Loan and LOC Accounts housed on the ALS System Of Record. The group is extremely focused on delivering an exceptional customer experience to ensure that complaints are managed and do not escalate past first level. EMT currently supports two supplier sites as well as several internal phone agent teams.

Responsibilities:

The CLL group is looking for a motivated and resolution-focused manager to lead and develop an existing internal team of 15-20 agents whose goal is to de-escalate customers via the phone and correspondence channels. This position requires exemplary leadership presence and techniques to deliver on the following Responsibilities:

- Maintaining high levels of team and individual morale through change and development

- Providing timely and continuous coaching to improve and maintain associate performance standards (Productivity, QA, etc.)

- Ability to influence and gain buy-in for change

- Maintain complaint reporting and present results

- Fairly and firmly use performance management process to manage underperforming associates and recognize superior performance

- Reward and recognize team and individual performance & contribution

- Drive individual, team, and department efficiency and productivity through effective call-center and back office metrics management

- Effectively prepare and deliver monthly/annual performance reviews for direct reports

- Perform timely administrative responsibilities that meet HR, regulatory, and audit standards

- Maintain current learning requirements through timely training and team meeting execution

- Drive personal development to create growth opportunities and improve effectiveness

- Share in the accountability for business level functions (Process Improvement, Quality, Morale)

The ideal candidate will possess great interpersonal and people management skills and display unwavering passion for customer experience. The manager will be accountable for agents who field inbound escalated calls and correspondence from customers regarding their Unsecured Loan and LOC Accounts. The manager will need to understand the impact of time away from the team and be extremely focused on Complaint Management and People Management.

Qualifications
Basic Qualifications:

- High School diploma, GED or equivalent certification

- 2 years of people management experience

- 2 years of customer service experience

Preferred Qualifications:

- Bachelors Degree in Business Administration, Finance, or equivalent

- 3 years experience in People Management

- 1 year experience in Complaint Management

- 1 year experience in Process or Project Management

- Intermediate to advanced knowledge of the ALS System Of Record / Unsecured Loan and LOC products

- Excellent oral and written communication skills

- Passion for customer experience

- Self-motivated

- Ability to learn in an ever changing environment

- Strong decision making ability and close attention to detail

- Ability to work under pressure and meet established deadlines
- Professional demeanor

Job: Call Center and Customer Service
Primary Location: United States-Virginia-Richmond-Richmond-Knolls I (12034)
Schedule: Full-time
Travel: Yes, 10 % of the Time