Customer Service Supervisor (Local Account)

KEY RESPONSIBILITIES:

Your responsibilities include but are not limited to the following:

Operations Leader Core Responsibilities:

•Manage time wisely to meet/exceed defined performance requirements of the team or business unit.

•Follow and enforce established operations protocols and standard work procedures

•Motivate all team members to be driven to meet their individual/team daily productivity goals

•Ensure proper and timely feedback and coaching are provided to all direct reports

•Interact with all members of the team with respect, sensitivity, tact, and professionalism

•Escalate immediately to Business Unit Heads ALL deviations and issues with operations procedures

•Act as primary a change agent to support Management with process and policy changes that can contribute to the overall objectives of the organization •Build a highly engaged, productive, and responsive workforce and create a conducive operations environment where all team members collaborate towards a common goal defined by Management.

Functional Responsibilities

•Manage the day-to-day operations of the Customer Support Team which include the following:

Ensure all incoming inquiries from all interaction touch points (inbound hotline, chat, email, voicemail, outbound courtesy calls) are processed in a proper and timely manner.

Discuss with team members (through face-to-face interactions and proper documentation) performance pertaining to processed applications, approved applications, delinquency ratio, adherence to verification procedures, call quality, call handling time, schedule adherence, and company policies.

Handle customer escalations endorsed by the team members.

Act as a liaising officer between Accounting, PR/Marketing, Collections, and Verifications/Telemarketing Teams in managing cross-functional inquiries

Secondary Function: Might be assigned to work on special projects or associated tasks or create reports as needed

SKILLS AND COMPETENCIES: Essential

• Professional Background. With direct experience in at least any two of the following: -Sales/Customer Service in a BPO/Shared Services environment -Tele-CI or loan verifications experience from the banking industry -Credit Underwriting for Personal or Consumer Loans -Collections and Recovery experience from a local lending/financing company

• Acumen. With an operational understanding of the Credit Underwriting, Loan Verification, and/or Collections Processes in a leadership capacity.

• Communication. Can confidently convey ideas with professionalism, sensitivity, tact, and respect across all members, officers, and shareholders of the organization

• Change Agent. Can move and positively influence the team to support process changes that can contribute to the overall objectives of the organization.

• Entrepreneurial Spirit. Goal-focused and have a can-do attitude to meet individual goals and help out the team to meet group productivity targets

• Analytical. Can identify underlying principles, reasons, or facts that influence and might influence center productivity and asset quality of portfolios.

• Quality-Oriented. With high attention to detail to execute functional roles and ensure team alignment with compliance standards and policies.

• Self-Starter. With professional maturity to understand what to learn on the fly and can manage self-learning to know the standards of the functional unit and be updated on its processes.

• Technical Savvy. Understands how to operate general computer functions, MS Office tools (such as MS Word/Excel), and common HotKeys (e.g. Alt+Tab)

Desirable

• Education. A college graduate or have completed at least 2 years of undergraduate or vocational studies.

• Leadership Certification. Undergo any training on leadership, team management, problem-solving and decision-making, managing KPIs, coaching and feedback, general labor relations for operations, talent selection, and development.

• Contact Center Operations. Understanding of how to operate any CRM software and computer telephony systems.

• Technical Certification. Completed any public or in-house training on credit underwriting, loan verifications, or collections and recovery.

• Soft Skills Certification. Undergone training on negotiation skills, handling difficult customers, time management, customer service, or selling techniques