Client Service Lead

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Position Title : Client Service Lead

FLSA Designation : Non - Exempt

Department : Client Services

Organizational Unit : Advanced Financial Company

Reports to : Client Service Supervisor and Manager

Position Purpose:

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 clients 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 or mail

5% - Special projects during slower call volume times

10% - Working directly with Client Services 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

PHYSICAL REQUIREMENTS

List the physical requirements for standard performance of this job. Include only those physical requirements which are either very important or essential to the performance of the job and required on a regular basis. This includes, but should not be limited to, physical activities such as lifting, pushing, pulling, climbing, walking, hearing, driving, sight, travel, etc.

Frequency Key

• Never = 0 hours
• Rare = Up to 1 hour
• Occasional = 1-3 hours
• Frequent = 3-6 hours
• Constant = 6-8 hours

Physical Activity and Frequency

Standing - Rare

Walking - Rare

Climbing stairs - Rare

Crouching/Bending/Stooping - Rare

Reaching - Rare

Grasping - Rare

Pushing/Pulling - Rare

Near Vision - Constant

Far Vision - Rare

Hearing - Constant

Talking - Constant

Smell - Rare

Lifting/Carrying (# lbs.) - Rare (<10 lbs.)

Travel - Never

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.

SAFETY REQUIREMENTS

OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:

• Other - facial mask as required by local/state health officials

Team members will be trained in the proper use and care of assigned PPE. The property provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

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

• 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, work schedule would be between the hours of when the department is open
• Overtime as needed
• Occasional weekends

NOTICE:

Upon employment, all employees are required to fully comply with Advanced Financial Company rules and regulations for the safe and efficient operation of our facilities. Employees who violate company rules and regulations will be subject to disciplinary action, up to and including termination of employment. Prior to employment, applicants who have been extended a conditional offer of employment must pass a standard background check and drug screen. The applicant will be directed to the laboratory retained by AFC to conduct the Standard Drug Panel testing, and must take the test within 48 hours of accepting the conditional employment offer.

Brand: Advanced Financial Company Address: 5900 Pasteur Ct. #200 Carlsbad, CA - 92008 Property Description: Advanced Financial Company Property Number: 202022