CST Manager – MVR/NBA

This role will oversee a team of Client Services Specialists working together to provide centralized support for our sales teams. The MVR portion of the team handles requests to pull and evaluate Motor Vehicle Records, while the NBA portion supports the creation of accounts with multiple layers of pre-underwriting work for our sales teams. The MVR/NBA Manager works with the team to deliver results within our agreed upon SLA's, monitor individual team member contributions and help develop team members professionally on a daily basis.

Specific Duties include:

• Oversee a team and ensure they are providing an exceptional customer experience
• Establish creative solutions to meet customer and business needs while delivering exceptional customer experience
• Develop and oversee the implementation of customer service protocols
• Resolve complex customer problems or disputes in a professional manner
• Implement strategies for better workplace efficiency and goal achievement
• Coach and support team members to help them meet departmental and developmental goals
• Develop strategies for better workplace efficiency and goal achievement
• Support the development and monitoring of departmental goals to ensure achievement of set goals
• Streamline standardized service level expectations, best practices, and methods to ensure service levels of the team
• Develop and maintain a positive, productive relationship with leadership, peers, co-workers, teammates, and employees
• Manage any escalation to ensure timely resolution while optimizing outcomes
• Champion company core values consistently demonstrate the highest levels of personal character, integrity, and servant leadership
• Partner with Vendor Management on third party needs for the team
• Monitor performance and report issues to management as needed
• Schedule and coordinate meetings
• Conduct employee performance reviews
• Coordinate with the Training Deparemnt on creating and updating standard opering procedures for the team
• Oversee recruitment and dismissal processes

• 2-5 Years management experience with Customer Service roles preferred
• Proven experience in a leadership role
• Excellent written and oral communication skills
• Ability to explain core functions of the team to internal customers and to move unsupported work back to the appropriate party
• Must demonstrate strong analytical thinking skills
• Possess strong problem-solving skills and the ability to make decisions
• Superior organizational and time management skills
• Ability to multitask in a fast-paced production environment
• Computer literacy and the ability to learn new programs quickly
• Strong knowledge and level of comfort with the MS Office Suite
• Innovative, creative thinking skills to ensure the organization is providing a cutting-edge customer experience