Supervisor, Customer Care

TITLE: Supervisor, Customer Care

LOCATION: Remote

REPORTS TO: Manager, Customer Care

KEY RELATIONSHIPS AND TEAM: The Customer Care Supervisor will work collaboratively and directly with the operational team and fellow supervisory/management team members for the oversight and execution of daily duties, workflow, and day-to-day management of the Customer Care team and its business processing.

THE OPPORTUNITY: As a Customer Care Supervisor, you will be responsible for overseeing the team members collecting consumer refund quote information from F&I product providers on behalf of lenders, playing a pivotal role in facilitating the refund process and ensuring timely resolution for customers who are eligible for product refunds after an auto loan is terminated. This position will be remote based, with approximately 5% of travel required.

Specifically, the Customer Care Supervisor will have responsibility to:

• Allocates assignments, monitors team performance, supervises, coaches, trains, mentors, and provides guidance and assistance to staff to meet business goals and objectives.
• Maintain Service Level Agreements with Clients for all transactions.
• Work collaboratively with peers to manage resources and enhance work process to meet overall service levels to the internal and external client groups.
• Ensure compliance with corporate policies and procedures not to exclude safety and ergonomic training within the internal department.
• Participates in the establishment of policies, procedures, reporting and tracking mechanisms that result in an efficient operation.
• Develop project requirement and implementation schedules in conjunction with operations team members.
• Develop, implement and maintain procedures controls and objective metrics to facilitate accurate measurements of performance and service level reporting.
• Interview applicants and make recommendations to hire to talent acquisition team.
• Provide Leadership and Management to create Accountability
• Perform other duties as assigned by management.

Professional Qualifications:

The following knowledge, skills, education, and experiences are required:

• High School diploma/GED, or equivalent experience.
• Required Experience: Four years of relevant work experience, with one year previous supervisory or lead experience
• Experience in a high-volume production and customer service environment in banking, insurance, mortgage or vehicle title administration preferred.
• Strong leadership skills, including the ability to coach, motivate and instruct others to reach desired results in quality, production and accepted service levels.
• Excellent written and verbal communication skills
• Proficiency in MS Office, Word and Excel specifically
• Possess problem solving and advanced decision-making skills.
• Ability to adjust priorities as needed to support business requirements
• < 5% Travel

The following knowledge, skills, and experiences are preferred, but not required:

• Outbound call center experience preferred.
• Experience with SalesForce is highly preferred
• Strong emotional intelligence
• Effective communication
• Self-motivated team player
• Automotive industry experience.
• Previous collections, vehicle title management and/or insurance experience.
• Quality Six Sigma or Lean experience

Why Consider Joining FIS now?

• The business is poised for accelerated growth
• The company's story is one of protecting financial institutions and consumers alike with respect to F&I products

The following behaviors are required:

• Attitude – has a positive energy that is contagious and has a “can do” attitude. Thinks big and takes on big challenges – sets challenging targets, never satisfied with results, achieves results the right way – planning, perseverance, and overcomes obstacles.
• Approach – Tolerant of others and culture while being able to influence team toward common goal. He/she will be a great communicator who will be empathetic of culture while actively pursuing an agenda of continuous improvement.
• Change – implements change with a “down to earth” approach. Comfortable managing ambiguity & complexity.
• Collaborative – charts course with colleagues having sought their views.
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Delivery – achieves commitments and delivers on personal objectives and those of the team. Demonstrates passion and innovation to continuously deliver improved results without taking “short cuts.”
• Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Influence – persuades others to pursue a course of action.
• Integrity – does what is right not what is politically expedient. Earns trust and maintains confidence.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; 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; Demonstrates group presentation skills; Participates in meetings.
• Organization and planning – plan and organize in an effective manner focusing on the key priorities.
• Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• 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; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Physical Demands and Work Environment:

• Frequent sitting
• Continuously required to utilize hand and finger dexterity.
• Continuously required to speak and hear.
• Continuously required to utilize visual acuity to read technical information, data and use a keyboard.

F&I Sentinel is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.