Strategic Financial Solutions

  • Manager, Client Services (Buffalo, NY)

    Job Locations US-NY-Buffalo
    Category
    Management
    Job ID
    2018-1123
  • Overview

    Do relationships matter to you?

    Are you looking to collaborate, create, innovate and lead?

    Do you believe in servant leadership and care about developing a team? 

    And is your perfect environment one that is fast paced and takes time to celebrate success?

     

    If the answers are Yes, then when we want to hear from you!

     

    Strategic Financial Solutions is expanding in Buffalo and we are looking for talented leaders to join our family.  We are seeking a Manager for our Client Service team.  This individual will be responsible for a team of Client Service associate focused on delivering an exceptional Client experience.   This position reports to our Director of Client Service and will work closely with senior leadership in all areas of contact center operations, team member coaching/mentoring and departmental recognition initiatives.

    Responsibilities

    • Engage team of Client Service Representatives
      • Build relationships with team
      • Create and Lead team building activities
      • Collect and leverage feedback
    • Increase CSR Productivity
      • Explain, coach, hold accountable and recognize / reward CSR's on Key Performance Indicators                
    • Outstanding Client Experience
      • Explain, coach, hold accountable and recognize / reward CSR's on First Contact Resolution and Post Call Survey results.
    • Lead CSR Development –
      • Create and coach CSR using Strategic Financial Development Plan
      • Providing timely, constructive and structured feedback to CSR
    • Participate in Hiring and Training Process
      • Participate in new hire interview and selection process
      • Partner with training to evaluate curriculum and improve training effectiveness
    • 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                

    Qualifications

    • College Degree (Bachelors / Masters preferred)
    • 3+ years’ experience in customer service, call center, or related environment.
    • Minimum 1 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.
    • Ability to think creatively / be innovative

    Strategic Financial Solutions is a leading consumer finance company that specializes in helping people that have too much credit card debt. We were recently named the 21st Best Company to Work for in New York by Best Companies to Work For and have been certified as a Great Place to Work 4 times.  Additional honors include being named, two times, as one of the 50 fastest growing companies in New York City and to the prestigious Inc. 500 list as one of the 500 fastest growing companies in the United States.

     

     

    The Fun Stuff:

    • Competitive pay
    • Real time recognition leveraging internal social media
    • Monthly Team and facility events, quarterly team building outings and happy hours
    • Daily employee acknowledgement programs such as Cupcake Tuesdays and Wellness Wednesdays
    • Participation in Strategic Dreams program which makes several employee’s dreams come true each quarter
    • Heavy emphasis on training and development through introductory and ongoing training as well as industry/professional training programs

    Compensation commensurate with experience, 55-65K

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