Client Services Team Lead

Overview

MSI Credit Solutions is seeking an experienced Client Service Team Lead to lead our customer service team and ensure exceptional support for our customers. The ideal candidate is a strong leader with excellent communication skills, a customer-first mindset, and the ability to coach, motivate, and develop team members while achieving performance goals.
Core Responsibilities

Lead, mentor, and support a team of Client Service Representatives.
Monitor team performance and provide regular coaching and feedback.
Handle escalated customer inquiries and resolve complex issues professionally.
Ensure team adherence to company policies, procedures, and service standards.
Track and report key performance indicators (KPIs) and identify areas for improvement.
Assist with onboarding and training new team members.
Collaborate with other departments to improve customer satisfaction and operational efficiency.
Foster a positive, collaborative, and high-performing work environment.
Support daily Client Service operations
Improve workflows, delegating daily job duties/tasks
Step in when in Client Services Manager is unavailable
Client Experience, Retention and Collections

Handle escalated client concerns
Support retention efforts and client reactivation strategies
Assist with collections by working with clients to reactivate files, deactivate files, and log chargebacks
Maintain high-level client experience standards
Operations Support

Handle and make pay for delete calls
Make dispute removal calls when needed
Assist with negotiations and resolution strategies to support client outcomes
Training & Accountability

Assist with onboarding and coaching team members
Reinforce scripts, policies and compliance
Address performance gaps and support leadership actions
Required Skillset

Strong leadership and team management abilities with experience coaching and developing employees.
Above average verbal and written communication skills.
Strong customer service skills with a customer-focused mindset.
Ability to handle escalated customer concerns and resolve conflicts professionally.
Effective problem-solving and decision-making skills.
Ability to analyze performance metrics and identify opportunities for improvement.
Strong organizational skills with the ability to prioritize multiple tasks.
Experience with customer relationship management (CRM) systems and customer support tools.
Ability to provide constructive feedback and motivate team members.
Knowledge of customer service best practices, policies, and procedures.
Ability to work effectively in a fast-paced, team-oriented environment.
Strong attention to detail and commitment to quality service delivery.
Benefits

Competitive salary
Weekly Pay and Monthly Bonuses
Health, dental, and vision benefits
Vacation and Paid time off
We offer free credit repair
Career growth and development opportunities
Supportive and collaborative work environment
If you\'re passionate about delivering exceptional customer experiences and inspiring a successful team, we would love to hear from you. Apply today.

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