Strategic Financial Solutions

Customer Service Manager

Customer Service/Support
Job ID


Do you believe in servant leadership and care about developing your team?  Do you love solving problems and helping people in difficult situations? Are you driven by a fast paced environment? 


If you have an interest in working in a dynamic and fun environment, driving individuals to succeed, we want to hear from you!


Strategic Financial Solutions just opened its newest office in Buffalo and we are looking for talented leaders.  We are seeking a Manager for our Customer Service team.  This individual will be responsible for managing day-to-day customer service operations as well as the coaching of our customer service representatives.  This position reports to our Director of Customer Service and will work closely with senior leadership in all areas of contact center operations, team member coaching/mentoring and departmental recognition initiatives.  The individual’s main objectives will focus on driving and managing initiatives related to productivity goals, performance management and coaching of associates, and supporting the execution and development of training initiatives.


Strategic Financial Solutions is a leading financial services company that provides comprehensive debt relief solutions for people in difficult financial situations. Strategic Financial Solutions has successfully resolved more than $750 million in debt for over 100,000 clients. The company was recognized as an Inc. 500 company in 2016 as one of the fastest growing private companies in the United States. Strategic has grown by almost 400% since 2012.


  • Ensure proper daily and hourly staffing levels utilizing historical and forecasting models.
  • Monitor and Manage CSR rep performance including creating and assessing reporting, coaching, KPI creation/assessment,
  • Participate in new hire selection, employee reviews, development and career pathing, disciplinary conversations, and terminations.
  • Help create and maintain a positive department culture through the participation in, and creation of Company culture initiatives.
  • Present monthly performance presentation to Client Service VP, Manager and CS lead team
  • Lead / Participate on multiple, ongoing projects focused on client satisfaction, operational excellence and employee satisfaction
  • Partner with training to evaluate curriculum and improve training effectiveness


  • College Degree (Bachelors / Masters preferred)
  • 5+ years’ experience in customer service, call center, or related environment.
  • Minimum 3 years’ experience in a management role.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Pleasant, friendly attitude, with an ability to adapt to change.
  • Strong listening skills, attention to detail, and decision-making skills.
  • Demonstrated ability to work in a fast-paced environment.


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