Client Services Manager

CRIF Select Corporation has the pleasure of serving some of the most successful financial institutions and auto and RV dealerships in the country. CRIF Select combines innovative technology, services and consulting to enable clients to be leaders in the indirect lending industry. This is achieved with knowledgeable and passionate people, strong partner cooperation, and long-term interactive client relationships. We specialize in helping our clients create, maintain and grow their indirect lending programs through CRIF Select technology and services.

CRIF Select Corporation proudly provides a dynamic entrepreneurial work environment, boasting international flair that encourages innovative and fresh ideas. We use leading-edge technology to deliver world-class service both internally and to our customers.

We are seeking the right person who takes pride in their work performance, possesses strong organizational skills, communication skills, and attention to detail. This person must be able to work as part of a team and independently while maintaining a focus and passion for providing quality and positive customer satisfaction outcomes for our clients and internal stakeholders. Please forward your resume and we will provide the training related to the responsibilities below.

The Client Services Manager is responsible for overseeing the delivery of exceptional service to clients, ensuring satisfaction, retention and growth. This role acts as the primary liaison between clients and internal teams, managing relationships, resolving issues and identifying opportunities to enhance the client experience. The Client Services Manager is responsible for managing the day-to-day operations of the department, serving our lender and dealer partners. We strive to proactively meet their needs and requests in a timely manner, with accuracy, and to their satisfaction.

Primary Responsibilities

Manages the Team’s Deliverables

• Establishes team goals that align with overall departmental and corporate goals and strategy
• Routinely reviews the team’s deliverables in relation to established goals and standards
• Provides oversight to ensure production and quality standards are met
• Addresses client concerns promptly and effectively
• Escalate issues when necessary and follow through to resolution

Manages Individual Contributors

• Manages performance to drive results and meet Service Level Agreement (SLA) and Quality standards
• Drives employee engagement and motivates employees
• Provides feedback and coaching to improve the overall performance of the team
• Defines roles and responsibilities within the team and assigns work appropriately
• Manages employee development within the team and leverages talent across the department

Plans, organizes, and assigns work as it relates to workflows within the team

• Participates in new lender partner implementations
• Drives and promotes continuous process improvement for the overall department
• Report on trends identified through ticketing system, identifying areas to gain efficiencies and improvements
• Prepare internal reports on client satisfaction and service trends
• Provide regular updates to clients on performance metrics and project status

Interfaces and fosters relationships with other areas and leaders in the organization

• Attends critical meetings that impact the team workflows and deliverables
• Responsible for and acts as a liaison for external and internal relationships
• Prepare and deliver communication to lender and dealer partners

Provides effective communication across the organization

• Conducts team meetings, individual meetings and communicates with peers
• Routinely identifies and shares information and solicits feedback regarding process improvements and general company departmental information
• Cascades information and implements communication plans

Requirements:

• Bachelor’s degree or equivalent leadership experience
• At least 7 years of experience in a client facing service environment
• Data-driven approach to client management
• Proficiency in CRM systems and Microsoft Office Suite
• Proven interpersonal skills, communication skills, and organizational skills
• Problem-solving mindset with a focus on client satisfaction

Leadership Competencies:

• Effective Communications with Transparency: Is open and forthcoming in communication. Disseminates information in a timely manner about decisions, plans and activities. Demonstrates tolerance for new ideas and failures.
• Empowering: Delegates appropriately to provide challenging and stretch assignments. Encourages and rewards individual initiative
• Managing for Results/Performance: Sets challenging goals and productive goals for the team. Keeps team accountable for actions.
• Developing Employees: Actively recruits and develops talent to meet the needs of today and tomorrow. Provides coaching and feedback to enable performance and desired outcomes. Effectively and quickly manages underperformance.
• Collaborative: Actively builds relationships across the organization. Works with others to find the best solution.
• Adaptive: Thinks “out of the box” to find innovative solutions. Adjusts to changes easily and leads others in change.

Job Type: Full-time

Pay: $125,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $125,000