Customer Service Team Lead

First Help Financial (FHF) is a fast growing and culturally diverse company in the U.S. We provide auto loans to the underserved and care for our customers and partners with exceptional service. Through flexible financing options and tri-lingual support, we offer consumers an easier way to finance their first car. We lend to and support our portfolio which has consistently grown 30-40% each year over the last six years.

Here you will find hard-working colleagues that come from over 20 countries. We hold ourselves to the highest standards of professionalism but also enjoy our work. Our culture and benefits are geared towards making you successful in life and comfortable at work.

Your Title: Customer Service Team Lead

Our Location: Remote

You Report To: Associate Manager, Call Center

Compensation: $54,970 plus a bonus!

About the Opportunity:

First Help Financial, voted and certified as a “Great Place to Work” by our workforce, is adding a new partner to our Servicing department to accommodate our remarkable growth! As the Customer Service Team Lead, you will be helping lead the Servicing department along with the Manager, guiding your fellow coworkers and providing excellent service to our customers. You will be assigned members of the Servicing Team and be responsible for updating them on their performance, relaying policy changes and managing necessary administrative duties like time card verification. You will handle advanced client issues like repo payment plans and escalated calls.

Learn more about our awesome Customer Service Department

What you will do:

Your duties include, but are not limited to:

• Responsible for call monitoring, meeting with team members, both individually and as a group, to discuss metrics and general performance
• Provide regular feedback to team members to aid in their professional development
• Handle escalated calls from clients, dealers, 3rd parties, etc.
• Approve repossession payment plans
• Assist with the queue by taking around 15-20 calls a day
• Assisting with texting as needed should there be an unforeseen call out
• Manage the team on the floor by ensuring productivity and answering ad-hoc questions and always monitoring the queue
• Help develop new trainings as new policies come out
• Managing time cards and vacation/sick time approvals
• Assist the CS Manager as needed
• Supervises and aids with planning, directing, and coordinating activities of customer service workers engaged in ensuring customer satisfaction through processing customer requests and coordination with other departments as required
• Advises workers on investigating complaints on concerns on any services offered
• Reviews reports of findings and recommends response to customer issues, considering nature and complexity of issues
• Ensures compliance with established customer service policies and procedures

What you bring:

• Excellent communication (verbal and written) skills.
• Must be well organized to keep records on employee performances that are easily accessible especially for Mid-Year/End-of-Year reviews
• Proficient in navigating and using all applicable Servicing platforms (Leapfrog, Cyberridge, Payix, NICE).
• Minimum 1 year experience in Customer Service or Collections at FHF.
• Must be a Subject Matter Expert in all policies, procedures and compliance-related topics.
• Impeccable compliance history with no major violations
• Proven success in Customer Service and/or Collections at FHF
• Strong customer service and de-escalation skills
• Availability to attend one of the semi annual outings

FHF Benefits…

• Great Perks – We offer generous salaries, competitive health and welfare benefits (medical, dental, vision, LTD/STD, Identity theft, paid parental leave and much more), paid vacation, 401(k) match, tuition reimbursement, social activities, monthly lunches, a robust employee recognition and talent development program to enhance your career with us.
• Culture - We are believers in maintaining a healthy work-life balance. While we work hard and care deeply about our customers and partners, we want you to have room for your family, friends, and yourself.
• Growth - Company growth provides unprecedented career growth. FHF’s extraordinary year over year growth in revenue and new markets provides opportunity for you to establish and develop your career growth. We engage each employee to build a career plan that benefits everyone and we have a proven record of investing in you.
  

Diversity and Inclusion

FHF is committed to building a culture that respects and embraces all walks of life, inclusive of gender, race, culture, age, sexual orientation, and other identities. We will make accommodations when interviewing anyone with special needs.