Customer Care Team Lead - PLS Financial Services, Inc.

PLS^®: People. Location. Service 

PLS—which stands for People – Location - Service—is a leading retail provider of alternative financial services.  The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states.  Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.

Position Overview: 

The Customer Care Team Lead is responsible for servicing internal and external customers by providing information about financial products and services and customer concerns. The Customer Care Team Lead is assigned to and responsible for all escalated customer interactions, in addition to second level customer care resolution.  He/she acts as a subject matter expert by providing training, coaching, or responding to complex inquiries. The Customer Care Team Lead is instrumental in enhancing the customer experience by providing high quality service at every interaction and ensuring customer inquiries are being handled appropriately, while working in a dynamic, fast-paced environment.  

Job Description:

• Ensure escalated customer inquiries are handled in a timely manner.
• Assist and train Customer Care Representatives with complex inquiries to promote first call resolution.
• Determine the cause of the customer's concern; explain the best solution to solve the concern; expedite correction or adjustment and follow-up to ensure resolution.
• Maintain accurate and updated records of customer interactions and transactions; record details of inquiries and actions taken.
• Educate customers by answering financial products and service questions and suggesting information about other products and service.
• Handle all interactions in accordance with PLS policies, procedures, federal guidelines and applicable laws.
• Identify training needs and support continuous development.
• Meet Quality Assurance requirements and other key performance metrics.
• Ensure new processes and procedures are implemented and used effectively.
• Process and monitor disputes by interviewing, gathering and recording customer details.
• Lead by example by maintaining a comprehensive knowledge of PLS products and services
• Support Customer Care Supervisor by escalating employee-related concerns and serving as a backup.
• Other duties as assigned by management.

Job Requirements:

• Previous Contact Center experience in a high volume environment
• High school diploma or equivalent
• Previous experience handling escalated interactions or second level complaint resolution is a plus
• Prior leadership experience is a plus
• Ability to communicate clearly and effectively in Spanish is a plus
• Ability to work flexible hours, including evenings and holidays as required to support business initiatives
• Ability to establish and maintain effective working relationships with peers, customers and management
• Excellent customer service and organizational skills
• Experience working in a fast-paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner
• Strong skills to analyze, prioritize, and/or establish a resolution for customer issues
• Demonstrated ability to complete efficient data entry  
• Ability to readily accept and adapt to changes in work environment, priorities and regulations
• Ability to work both independently and as a team member 
• Customer service-oriented with the ability to handle difficult situations
• Excellent written and oral communication skills and phone etiquette
• Ability to analyze and interpret Key Performance Indicators
• Computer literacy in Microsoft Windows operating system and Microsoft Office

Physical Requirements:

• Must be able to sit and/or stand for long periods of time
• Ability to lift 15 lbs.

Benefits:

Benefits for eligible employees include medical/dental/vision, 401k, vacation, opportunities for advancement, on-going training available.

We strive to demonstrate our Core Values in all positions at PLS:

Communication ● Customer Focus ● Integrity and Trust ● Teamwork ● Results

PLS Financial Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS Financial Services is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team talent@PLS247.com to make arrangements. The decision on granting reasonable accommodation will be made on a case-by-case basis.