Team Manager, Complaint Resolution - Hybrid

In compliance with the company policies and procedures, the purpose of the Team Manager, Complaint Resolution is to lead a high functioning Complaints Resolution team and provide an unmatched experience for our customers. The Team Manager, Complaint Resolution is responsible for leading the complaints management processes, ensuring complaints are resolved accurately within set SLAs, and reporting on complaint trends. This role will also provide support to the Customer Experience team for 2nd shift and in the absence of a team manager.

Essential Functions

• Lead a high performing complaints resolution team to deliver exemplary customer experience.
• Review, assign, and provide supervision of all complaint resolution activity to ensure compliance with regulatory requirements, specific resolution procedures, and in accordance with applicable laws.
• Manage team’s performance by tracking and analyzing improvement opportunities and effectively coaching the team as needed.
• Track, report, and analyze SLA performance on a daily, weekly, and monthly basis to ensure complaints are closed within the set SLAs.
• Execute, maintain, and enhance the complaint management program to ensure adequate processes are in place for identifying, logging, and managing complaints.
• Complete ad hoc root cause investigation of complaints escalated to the executive team and regulatory bodies.
• Coordinate with AVP-Customer Complaint Management on team performance, complaints, and resolution trends.
• Collaborate with Dealer Oversight, Sales, Compliance, and Legal teams to find agreeable resolutions for complaints and address complaints/ trends.
• Lead daily/weekly/monthly meetings with cross-functional teams to discuss emerging trends and tactical action plans.
• Assist in the ongoing development and improvement of the Complaints Resolution group.
• Ongoing training of current and new team members.
• Monitor and manage day to day responsibilities of the Complaints Resolution team.
• Support Team Manager, Customer Experience with answers to complex customer questions, requests, concerns, and complaints.
• Answer incoming manager escalation calls.
• Solve customer questions, requests, concerns, and complaints.
• Communicate effectively and professionally with customers and employees both written and verbally.
• Responsible for onsite managerial support including office operations, safety coordination, and facilities coordination
• Perform other duties as assigned

Required Education and Experience

• High School Diploma or GED equivalent required.
• Bachelor’s degree preferred.
• 5 years complaint resolution or accounts/claims investigation experience required.
• 3 years leadership experience in the financial industry preferred.
• Bilingual (English and Spanish) candidates strongly preferred.
• Ability and willingness to provide excellent customer service to resolve problems, answer questions, and manage difficult situations that arise.
• Strong research and analytical skills, with attention to detail.
• Strong problem-solving skills, with the ability to seek out and offer business-oriented and customer-oriented solutions.
• Ability to prioritize and manage multiple tasks with a high level of efficiency and flexibility.
• Ability to use a computer, fax, or telephone application to manage large amounts of information, including creating and editing simple databases, systems, and software by inputting data, retrieving specific documents, and creating reports to communicate information.
• Proficient in the utilization of Microsoft Office Suite.
• Attention to detail and accuracy required.
• Excellent verbal and written communication skills required.

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.

This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.