Support the Client Service Supervisor in management of staff and making sure service level requirements are achieved and maintained monthly. The Lead is the first point of contact for agent questions and escalation. This individual will must have proficient knowledge of client’s policies and procedures and able to solve small technical issues to assist agents.

ESSENTIAL FUNCTIONS

 

Average Percent of Time (Must add up to 100%)

60%    Answering and responding to customers by phone and email

20%    Assisting client service agents with questions and escalations

5%      Processing customer requests by email and mail

5%      Special projects during slower call volume times

10%     Working directly with Client Service Supervisor and Manager

 

SPECIFIC DUTIES AND RESPONSIBILITIES

 

 

Answering Phones and Emails:

• Reply to questions/concerns


• Look up account information


• Set up and expire ACH payments


• Calculate payment amounts


• Request payment and fee adjustments


• Upload correspondence and documents in NLS


• Send correspondence and documents by email and mail


• Document accurately and in detail all customer interactions in NLS


• Client interactions by phone and email


• Meet and/or exceed phone performance standards and requirements


• Account follow up as needed


• Minimum average of 40 customer interactions per day


• Maintain and memorize policies and procedures


• Assist client service representatives with questions on systems and Standard Operation       Procedures


• Take escalated calls or take over calls that need a more knowledgeable agent


• Achieve and maintain client service level agreement (SLA) targets


• Providing feedback to management regarding customer satisfaction levels and potential       opportunities for improvement


• Managing and completing Jira tickets

 

SUPPORTIVE FUNCTIONS

 

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.

• Special projects

 

OTHER DUTIES

 

Assimilate into the Advanced Financial Company Commitment to Excellence culture through understanding, supporting and participating in all elements of Commitment to Excellence.  Demonstrate working knowledge of the service standards.

 

Regular attendance in conformance with the standards, which may be established by Advanced Financial Company from time to time, is essential to the successful performance of this position.