Our Enlow & Associates Talent Acquisition team is looking for an exceptional Complaint Resolution Manager to join an established, financial organization hailing from the Midwest (Greater Minnesota Area)!
The Complaint Resolution Manager leads a high-performing customer complaint resolution team dedicated to delivering an exceptional customer experience. This role involves overseeing the entire complaints management process, ensuring timely and accurate resolution within established SLAs, and analyzing complaint trends. Additionally, this role supports the Customer Experience team in the absence of its manager, ensuring continuity in service quality. Compliance with company policies and procedures is essential in all aspects of this role.
WHAT THE JOB ENTAILS:
-Drives efficiencies through hands-on and strategic leadership of a high-performing complaints resolution team to deliver unmatched customer service experience
-Direct oversight and supervision of all complaint resolution activity to ensure regulatory requirements, targeted procedures and resolution goals are being met in accordance with legal guidelines and company standards
-Responsible for key performance metrics around team performance - tracking and analyzing improvement opportunities and effectively coaching as needed
-Full analysis and reporting oversight of SLA performance on a daily, weekly, and monthly basis, including closure rates
-Provides strategic oversight and maintenance of the complaint management systems and procedures to drive efficiencies for identifying, logging, and managing complaints
-Performs ad hoc root cause analysis of escalated complaints to the executive team and regulatory bodies
-Coordinates with leadership on team performance, complaint trends and resolution results
-Cross-functional collaboration with supporting departments such as Dealer Oversight, Sales, Compliance, and Legal to find agreeable resolutions and industry trends
-Facilitates and leads daily/weekly/monthly meetings with supporting departments and leadership to discuss emerging trends and tactical action plans
-Leads continual process improvement and development efforts within the Complaints Resolution group
-Takes an active role in the ongoing training and development of current and new team members
-Responsible for the day to day activities and results of the Complaints Resolution team
-Provides solutions and support to the Customer Experience team, answering complex customer questions, requests, concerns, and complaints
-Point person for incoming manager escalation calls
-Provides solutions to customer questions, requests, concerns, and complaints
-Perform other duties as assigned by Leadership
WHAT WE'RE LOOKING FOR (QUALIFICATIONS NEEDED):
-High School Diploma or GED equivalent required
-Bachelor Degree preferred
-5 years complaint resolution or accounts/claims investigation experience required
-3 years leadership experience in the financial industry preferred
-Bilingual (English and Spanish) candidates strongly preferred
-Ability and willingness to provide excellent customer service to resolve problems, answer questions, and manage difficult situations that arise
-Strong research and analytical skills, with attention to detail
-Nimble and strategic problem-solving skills, with the ability to seek out and offer business-oriented and customer-oriented solutions
-Ability to prioritize and manage multiple tasks with a high level of efficiency and flexibility
-Comfortable managing large amounts of information across multiple office solutions and technology
-Proficient in the utilization of Microsoft Office Suite
-Eagle eye attention to detail and accuracy required
-Established and polished communication skills required; must be able to communicate effectively and professionally with customers and employees both written and verbally
Pay and Benefits:Competitive base salary $70,000 - $90,000 (DOE), generous benefits package and so much more!
How to Apply:For consideration, please submit your resume to the apply link above. We will be in touch should your qualifications be a match. We look forward to speaking with you soon about joining this dynamic organization, leading their accounting team!