Customer Service Manager

At LendingPoint, we believe that everyone deserves to feel the power of possibilities. As an online fintech company, we’ve created advanced consumer, small business, and merchant point-of-sale lending solutions to unlock access to affordable loans and empower those working to build their financial potential. By creating technology that sees your potential, we’re driving a better lending and borrowing experience by finding more reasons to say “yes.”

More than just a job, LendingPoint is an exciting career choice where you’ll bring your expertise and experience to a talented team focused on providing an exceptional customer experience.  

Are we speaking about you?  Then keep reading.

JOB SUMMARY: 

Responsible for managing customer service department to achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

ESSENTIAL JOB FUNCTIONS:

• Meet customer service department and financial objectives.
• Ensure customer payments are processed correctly and on time.
• Maintain or improve, if needed, customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Manage customer service department/employees:
  1. Set daily goals and objectives; communicate the expectations and work with customer service supervisors to ensure goals and objectives are met.
  2. Equitably distribute customer cases among customer service representatives.
  3. Participate in the interview and candidate selection process to fill open customer service employee requisitions.
  4. Monitor and evaluate employee performance; provide training, coaching, and feedback in a constructive manner, when necessary; document all discussions and actions appropriately.
  5. Ensure that customer service representatives have the tools and/or resources necessary to perform their jobs.
• Set and maintain high customer service standards:
  1. Monitor calls to ensure customer satisfaction and compliance using designated system.
  2. Resolve customer escalations or service issues beyond representative/supervisor’s capability/authority.
  3. Audit cases when necessary
  4. Create and submit department progress reports to appropriate management using designated system. 
  5. Review daily statistics, look for discrepancies, study and evaluate information to improve customer quality using designated system.
  6. Communicate with appropriate internal teams (e.g. TQM) and implement provided solutions, if needed.
• Update knowledge by participating in educational opportunities including knowledge regarding software used for customer service (e.g. Salesforce, Cloud Lending, RingCentral, and Loan Hero Update portal)
• Must be able to work a flexible schedule. 

MINIMUM QUALIFICATIONS: 

• High school diploma or equivalent required, Bachelor’s degree in a related field of study preferred.
• 1-2 years’ experience managing employees.
• 3-5 years’ experience in a customer support role.
• Working knowledge of Salesforce, preferred. 
• Proficient in MS Office Suite 
• Ability to easily establish rapport and credibility with a variety of customers, coworkers, management, etc. 

• Results-oriented approach
• Excellent organizational and leadership skills