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Client Success Team Lead
Company | Beyond Finance |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-06-08 |
Posted at | 1 year ago |
At Beyond Finance, we’ve made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, supportive user-centric technology, and customized financial solutions, we’ve helped over 300,000 clients on their path to a debt-free life.
While we’re proud of what we’ve already accomplished (over $2 billion in resolved debt), we're searching for new collaborators to help us get to the next level! If you’re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.
The Customer Success Team Lead is responsible for setting the standard for a best in class customer
success experience. By modeling the highest of quality and efficiency standards, the Team Lead will assist
with the recruitment of talent into the Customer Success Department (CSD), training and development
initiatives, on-the-job coaching and mentoring and compliance analysis and implementation. Above all,
the position is responsible for demonstrating and providing a second to none customer success
experience to our clients.
What Your Day-to-day Would Look Like At IDR…
date with technology trends to help drive and support department KPIs. Will be looked upon as an
SME on our CRM software in order to field questions from call center representatives
timely and effective manner. Anticipates and prevents delays or other obstacles that can adversely
affect the customer and their needs. Proactively keeps customers informed about the status of
pending actions and inquiries about customer satisfaction with services
error-free and concise manner both orally and in writing to ensure others understand his/her ideas.
Appropriately adapts his/her message, style, and tone in order to accommodate a variety of
audiences
provides tangible contributions and listens and responds to the input of others in a manner that
creates an environment of mutual trust and respect
priorities or assignments and is able to effectively determine when it is necessary to involve
Management in order to meet work requirements. Sets priorities, goals, and timetables in order to
achieve maximum productivity for self and departments
various aspects of a problem or situation, and determine cause-and-effect relationships to resolve
problems in a decisive manner. Utilizes the appropriate tools and metrics to measure and report
effectiveness of solutions presented. Consistently reviews work to ensure the accuracy of all
information presented.
Why Join Us?
For Eligible Full-time Employees, We Offer
While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us.
Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.
While we’re proud of what we’ve already accomplished (over $2 billion in resolved debt), we're searching for new collaborators to help us get to the next level! If you’re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.
The Customer Success Team Lead is responsible for setting the standard for a best in class customer
success experience. By modeling the highest of quality and efficiency standards, the Team Lead will assist
with the recruitment of talent into the Customer Success Department (CSD), training and development
initiatives, on-the-job coaching and mentoring and compliance analysis and implementation. Above all,
the position is responsible for demonstrating and providing a second to none customer success
experience to our clients.
What Your Day-to-day Would Look Like At IDR…
- Provide daily direction and communication to employees so that customer service calls are answered
- Provide continual evaluation of processes and procedures and suggests methods to improve area
- With the CSD Manager, provide statistical and performance feedback and coaching on a regular basis
- Creates and maintains a high-quality work environment so team members are motivated to perform
- Ensures employees have appropriate training and other resources to perform their jobs
- Assists the CSD Manager with daily operations of the call center to include the development,
- Works as a member/leader of special or ongoing projects that are important to area/process
- Will work collaboratively with the CSD Manager to help manage daily team responsibilities and
- Establishes work procedures and processes that support and/or exceed compliance standards,
- Handles program verification process for enrolled customers to ensure file accuracy and compliance
- Uses appropriate judgment in upward communication regarding department or employee concerns
- Technical Proficiency with Client Relationship Management system (CRM) – Brings existing
date with technology trends to help drive and support department KPIs. Will be looked upon as an
SME on our CRM software in order to field questions from call center representatives
- Customer/Client Focus – Above all else, can personally demonstrate that client satisfaction is a high
timely and effective manner. Anticipates and prevents delays or other obstacles that can adversely
affect the customer and their needs. Proactively keeps customers informed about the status of
pending actions and inquiries about customer satisfaction with services
- Communication Proficiency – Can respectfully listen to customers in order to gain a full
error-free and concise manner both orally and in writing to ensure others understand his/her ideas.
Appropriately adapts his/her message, style, and tone in order to accommodate a variety of
audiences
- Leadership – Works cooperatively and effectively with others in order to accomplish tasks and
provides tangible contributions and listens and responds to the input of others in a manner that
creates an environment of mutual trust and respect
- Organizational Skills – Can thoroughly organize and plan individual work tasks in order to maximize
priorities or assignments and is able to effectively determine when it is necessary to involve
Management in order to meet work requirements. Sets priorities, goals, and timetables in order to
achieve maximum productivity for self and departments
- Problem Solving/Analysis - Displays the ability to comprehend a situation by breaking it down into
various aspects of a problem or situation, and determine cause-and-effect relationships to resolve
problems in a decisive manner. Utilizes the appropriate tools and metrics to measure and report
effectiveness of solutions presented. Consistently reviews work to ensure the accuracy of all
information presented.
Why Join Us?
For Eligible Full-time Employees, We Offer
While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us.
- Generous PTO, paid holidays, and paid parental leave
- Considerable employer contributions for health, dental, and vision programs
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.
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