Manager, Customer Care

Must be within 1 hour of Wilkes-Barre, PA or Fishers, IN to support onsite requirements.

JOB SUMMARY:

The Customer Care Commercial Manager manages and directs the daily activities of the Customer Care Center and ensures compliance with all applicable policies, procedures, laws, and regulations. The incumbent is responsible for the efficient day to day operations of the department to ensure that all customer needs, both internal and external, are met in a timely and effective manner and customarily and regularly directs the work of supervisors, who oversee teams of 15-20 call center specialists. The Manager develops and propose strategies, policies and procedures that ensure effective and efficient operation of the activities within the department at competitive levels while overseeing and supporting the supervision, development and motivation of employees.

Essential Job Functions:

Strategic & Operational Leadership

• Direct all day in and day out operations activities of the department to ensure client service level agreements are met.
• Review daily team performance and recommend strategies to develop staff.
• Provide guidance and supervision in the training and motivation of supervisors to foster high performing teams.
• Ensure that staff has the necessary information, knowledge, and training to efficiently perform all job
• Work to develop changes that create more efficient processing of work (cost savings, improved quality of work)

People Leadership & Talent Development

• Monitor and assess staff performance including performance evaluations of supervisory staff.
• Provide developmental opportunities for supervisors (mentoring).
• Provide on-going guidance, feedback, and motivation to staff to ensure competent performance and maximize utilization of resources.
• Oversee hiring strategies, onboarding effectiveness and ongoing training opportunities.
• Promote a culture of accountability, engagement and borrower-focused service.

Data, Reporting and Continuous Improvement

• Analyze operational reporting and performance data to identify trends, root causes, and improvement opportunities.
• Collaborate with Reporting, Communications, Workforce Management and Training to improve efficiency and effectiveness of staff.
• Manage/participate in special projects involving cross-functional areas as needed.

Compliance/Quality/Customer Experience

• Ensure departmental adherence to all company, client, state and federal requirements.
• Provide oversight to ensure quality/customer experience targets are being met
• Partner with Compliance and Quality Assurance teams to identify operational risks and implement corrective actions.

MINIMUM REQUIREMENTS:

• Bachelor's Degree in Business, Finance, Management, or related field. (Additional equivalent experience above the required minimum may substitute education.)
• A minimum of five years of collection/loan servicing high-volume call center management experience and/or bank experience in default prevention and/or student loans.
• Proven track record managing large teams in a high-volume environment.
• Analytical mindset with proficiency in data-driven decision-making.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and the ability to meet tight deadlines
• Customer focused mindset with proven process improvement skills.

• Strong Leadershp and coaching abilities
• Excellent communication and conflict resolution skills.
• Demonstrated networking skills including maintaining constructive relationships
• Excels by using time efficiently, planning, organizing, and prioritizing to achieve the highest quality of work with maximum production
• Ability to meet aggressive daily, weekly, and monthly production and quality goals

PREFERRED QUALIFICATIONS:

• Management education
• Professional development training
• Budgetary experience
• Management of people who manage others
• Professional development training