Customer Care Team Lead - Stellantis Financial Services US

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Summary:

Assists the customer service representatives with escalated calls, executes side by sides with new hires and leads the team towards business goals and objectives. Performs duties of a CSR II which include: answering inbound calls, resolving data entry errors and handling other customer problems, and works closely with the Performance Coach and leadership on performance improvement strategies.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Ensures all customer issues and complaints are dealt with in a prompt and courteous manner.
• Monitors CSR performance and provides appropriate feedback
• Sits with and coaches new customer service representatives and follows up with them for accuracy and retention
• Resolves escalated issues in a timely manner
• Accepts customer assistance calls and utilizes communication skills to resolve issues
• Researches and follows up with customer s when complex issues arise
• Handles assigned accounts in accordance with established procedures taking direction from management as required
• Assists CSR’s with the handling of more difficult accounts and fields their customer service related questions
• Recommends accounts to management that require more complex handling
• Maintains average talk time and error ratios at or below company objectives
• Serves as liaison to our Collection and Remarketing departments ensuring issues are resolved
• Complies with all company policies and procedures.
• This position involves regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Uses reason even when dealing with emotional topics.

Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Supports organization's goals and values.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance.

Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Innovation - Meets challenges with resourcefulness.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience High school diploma or GED required. Minimum of 2 years of customer service within a call center, loan servicing, or quality monitoring environment.

Language Skills Ability to read and interpret documents such as policy and procedure manuals. Ability to write routine reports and correspondence. Bilingual (Spanish) preferred.

Reasoning Ability Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to derive conclusions and make recommendations beyond the scope of written policies or standard guidelines.

Computer Skills To perform this job successfully, an individual should have beginning to intermediate MS Office skill in Excel, Word and PowerPoint.

Other Qualifications Knowledge of federal regulatory guidelines (ECOA, Fair Lending, CRA, FCRA, etc.). Ability to interface work autonomously and handle multiple projects simultaneously. Strong analytical and organizational skills with close attention to detail. Ability to work under minimal supervision.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

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