Supervisor, Client Experience

Job description

The Client Experience Supervisor will lead the Client Experience team by providing coaching, guidance, and support through positive communication to employees. This individual will operate with a high sense of urgency and will deliver accurate and informative results in client management and team leadership. Will ensure daily required workloads are completed and department standards are met. Will conduct in-depth research to identify any missed opportunities, as well as provide service and issue resolution to escalated clients, implement departmental initiatives, and represent the team to internal and external personnel. This position supervises 10 or more employees. Job Duties and Responsibilities: Leadership & Development (50%) Develop, empower, and coach employees to think creatively, work independently and perform to their maximum potential as a highly efficient and effective Client Experience Consultant Supervise 10 or more employees and ensure that performance and quality standards are met; assign and delegate workflow to achieve department goals Interview, hire, coach, evaluate, discipline, and terminate employees according to Human Resources guidelines Monitor and maintain all Allied Solutions Human Resource responsibilities pertinent to this department (Annual Performance Reviews, PTO/flex requests, timecards, etc.) Organize and conduct one on one meetings to inform employees about changes, new procedures, or problems pertaining to their areas of responsibilities Establish goals, action plans, and timelines for team development and quality improvement Assess employee performance in client servicing and provide ongoing constructive feedback and coaching for improvement Serve as a role model to team and other departments within the organization; lead by example and promote positivity Provide additional one on one trainings as needed to team while also providing additional training support to other departments Issue Resolution & Client Servicing (30%) Manage the resolution of escalated issues through the coordination and collaboration of cross-functional teams while communicating high risk impact findings Will proactively escalate to management those issues that are not meeting the SLAs for resolution and correction to ensure organizational escalation and attention were warranted Lead client servicing calls and/or provide support during scheduled calls Provide corrective action plan for clients and internal teams to ensure issue resolution and improve the client experience; implement processes to prevent future client escalations which includes but is not limited to continuous collaboration with the Operational Risk department, Account Management, Implementation, CPI Underwriting, claims, field staff, accounting, quality assurance. Prepare and distribute communication to client and stakeholders; ensure follow up and remediation is completed; self-manage timely responses Train and educate clients in best practices and product nuances Effectively and professionally present information to clients and internal staff; ability to handle high level, critical situations Document client trends, impacts, and make recommendations for operational performance based on client needs Coordinate the involvement of internal teams to ensure client expectations are met and service standards are adhered to; develop strong internal relationships with cross functional teams Anticipate client servicing needs and take steps to resolve issues before they occur Capture data from clients to effectively measure and monitor the client experience Statistical Analysis/Operational Efficiencies/Data Analysis (20%) Represent Client Experience team on internal and external calls to present departmental information; be assertive and respectful in presenting new ideas and process improvements Analyze, direct, and implement solutions for the continued development and success of the department and company; ensure success with consistent measuring and monitoring of data Review and analyze lender level indicators for overall awareness and issue prevention; provide strategic guidance to optimize product performance Review and analyze employee trends and patterns; provide guidance and corrective action when necessary Obtain and interpret high level data to create and present the client story; ability to present clear and concise data to small and large groups Identify and manage trends related to department procedures and processes Manage operational reporting and implement new processes and procedures to ensure improvement and efficiency gains Track and monitor employee data and information for statistical purposes; review and monitor workload to ensure department service level agreements are upheld Partner with various departments regarding projects and initiatives to streamline procedures while also providing insight regarding concerns identified Extensive knowledge of lender files and set up Advanced knowledge of billing processes and set up Qualifications (Education, Experience, Certifications & KSA): Associate’s degree in a related field preferred 5-7 years of directly related work experience required 2+ years of people leader experience required Exceptional communication skills; use of clear, concise, and effective oral and written communication. Accurately relay information with confidence. Ability to speak and present in small or large groups. Ability to work professionally with other department leads and upper management. Lead by example; be empathetic, flexible, reliable, and dependable Be motivated to set goals for self-improvement and to drive team to success Ability to build and maintain strong professional relationships with employees, internal teams and clients; adaptable to various personalities and adverse situations Ability to handle confidential information in a responsible manner and lead difficult conversations Accept and adapt to change; lead team through positive change management Ability to work independently and take ownership of client and field relationships Be resourceful, confident, knowledgeable, and highly self-motivated to resolve critical client servicing needs Ability to convey thoughts in a focused and concrete manner Ability to identify, analyze, and resolve problems with urgency Ability to prioritize high level escalations and work with various teams to resolve Effectively manage time and maintain availability to team Ability to adapt to change in processes or daily routine quickly Ability to assign and monitor multiple workloads and complete deadlines Be creative, present new ideas for efficiencies and better workflow processes The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. 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