Support the Client Service Supervisor in management of staff and making sure service level requirements are achieved and maintained monthly. The Lead is the first point of contact for agent questions and escalation. This individual will must have proficient knowledge of client’s policies and procedures and able to solve small technical issues to assist agents.

ESSENTIAL FUNCTIONS

Average Percent of Time (Must add up to 100%)

60%    Answering and responding to customers by phone and email

20%    Assisting client service agents with questions and escalations

5%      Processing customer requests by email and mail

5%      Special projects during slower call volume times

10%     Working directly with Client Service Supervisor and Manager

SPECIFIC DUTIES AND RESPONSIBILITIES

Answering Phones and Emails:

• Reply to questions/concerns
• Look up account information
• Set up and expire ACH payments
• Calculate payment amounts
• Request payment and fee adjustments
• Upload correspondence and documents in NLS
• Send correspondence and documents by email and mail
• Document accurately and in detail all customer interactions in NLS
• Client interactions by phone and email
• Meet and/or exceed phone performance standards and requirements
• Account follow up as needed
• Minimum average of 40 customer interactions per day
• Maintain and memorize policies and procedures
• Assist client service representatives with questions on systems and Standard Operation       Procedures
• Take escalated calls or take over calls that need a more knowledgeable agent
• Achieve and maintain client service level agreement (SLA) targets
• Providing feedback to management regarding customer satisfaction levels and potential       opportunities for improvement
• Managing and completing Jira tickets

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.

• Special projects

OTHER DUTIES

Assimilate into the Advanced Financial Company Commitment to Excellence culture through understanding, supporting and participating in all elements of Commitment to Excellence.  Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by Advanced Financial Company from time to time, is essential to the successful performance of this position.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Strong customer service experience preferably in a call center environment
• At least 2 years of customer service and/or call center experience
• Solid communication skills and excellent interpersonal skills
• Ability to express ideas in a clear and concise manner verbally as well as in writing
• Experience with call center phone systems, monitoring and reporting software
• Ability to learn and work with a variety of servicing industry software platforms
• Proficient in MS Office Applications
• Ability to work efficiently in a high demand, team oriented, and fast-paced environment
• Punctuality and good attendance are a must
• Ability to learn quickly and multitask

OTHER QUALIFICATION STANDARDS

• Schedule flexibility
• Bilingual in Spanish a plus

EDUCATION (check what applies)

  High School graduate or equivalent required

  At least 2 year college (associate) degree preferred

EXPERIENCE

• Minimum 2 years of customer service/ and/or call center environment
• Experience in banking, loans or mortgage a plus
• Bilingual in Spanish a plus

SALARY

• Compensation commensurate to experience and education.
• Hourly

GROOMING

All team members must maintain a neat, clean and well-groomed appearance (specific standards available).

OTHER

• Client Services Department is open Monday through Friday 7:00am to 5:00pm Pacific Standard Time
• Work schedule would be between the hours of when the department is open
• Hours change of operation change due to daylight saving in Arizona office. From MAR – NOV 7:00am -5:00pm, NOV – MAR 8:00am - 6:00PM
• Overtime as needed
• Occasional weekends

Salary : $20 - $25