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Overview
Client Services Manager
Location: Remote
The Client Services Manager is responsible for implementing processes and procedures to better the Client Services department as a whole. The Client Services Manager also ensures that employees resolve client concerns and improve client satisfaction, while overseeing the daily operations of the call center.
Responsibilities
• Provide training to new employees and current employees as needed
• Ability to work in high pressure situations with the ability to multi-task
• Flexible and adaptable to changes with the ability to effectively communicate these changes to the team
• Coaches employees and team leaders through challenging customer service issues and demonstrates availability and willingness to answer employee questions
• Complete supervisor calls as needed
• Analyzes weekly reporting that impacts staffing and scheduling
• Works with the Client Service Director to develop monthly and quarterly goals and action plans and assists team in meeting goals
• Conducts monthly one on ones with team leads
• Ensures that employees are achieving desired service levels and issues training as needed
• Evaluates staff effectiveness and performance annually
• Make decisions about the day-to-day operation of their team
• Assist the Client Services Director with creating and updating processes and procedures
• Reporting to the Client Services Director pain points for their team
• Assist team leads with creating schedules
• Ensures that all Client Service email inboxes are being properly addressed and cleared daily
• All other duties as assigned
Qualifications
• Education requirements
• 2+ years of experience as debt settlement client services representative/leadership role
• High School Diploma or Equivalent
• Qualifications & Skills
• Excellent communication and interpersonal skills
• Ability to multitask, organize, prioritize and meet deadlines accurately with a sense of urgency
• Ability to maintain a high level of confidentiality
• Track record of exceeding established performance goals
• Problem solving and decision-making based on observation and/or data analysis
• Ability to build strong relationships and credibility with all levels of team members
• Demonstrates strong coaching and leadership skills, and the ability to motivate employees
• Always demonstrates a polite and professional attitude
The above major ongoing responsibilities describe only the essential job functions and are not intended to be a complete list of all duties and responsibilities. All job functions must be performed in accordance with The J.G. Wentworth Company policies and procedures.
Benefits:
• Full Medical/Vision/Dental Benefits
• 401K with Company Match
• 15 Days PTO
• Paid Vacations & Holidays
• An Unmatched Company Culture
• Employee Referral Bonuses
Start building your career with J.G. Wentworth today!
J.G. Wentworth is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. J.G. Wentworth makes hiring decisions based solely on qualifications, merit, and business needs at the time.
