Client Service Lead AZ

Client Service Lead AZ

Advanced Financial Company AZ - Tucson, AZ 85711
Overview

Salary Range $20.00 - $25.00 Hourly Position Type Full Time
Description

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
Qualifications

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
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