Account Services Team Leader I

US-TX-Arlington
Requisition ID
2017-30100
Employee Type
Full Time-Regular
Category
Administrative

Overview

The Account Services Team Leader will lead the Account Services Specialists to ensure service level agreements are met and an outstanding customer experience is delivered to internal and external customers as well as vendors and business partners. This leader will be accountable for ensuring productivity goals are achieved consistently through the ongoing development of team members and will promote professional growth.  

Responsibilities

JOB DUTIES

  • Ensure all business practices serve to optimize employee and customer engagement to support GM and GMF business goals
  • Maintain accountability to ensuring all team members provide service that supports customer engagement and promotes brand loyalty while focusing on customer retention
  • Demonstrate ability to resolve account issues and de-escalate customer issues to maximize customer satisfaction
  • Take an active role in the career growth and development of people
  • Celebrate successes and effectively use positive reinforcement to deliver strong performance results
  • Foster a cooperative environment and empower individuals by supporting an open forum for innovation, change and growth
  • Evaluate performance and promote professional growth while addressing deficiencies as required
  • Execute strategies and initiatives to optimize team and department performance
  • Ensure accountability for compliance to company policies and procedure as well as state and federal regulations
  • Protect confidential customer and team member information

REPORTING RELATIONSHIP

Reports to: AVP Account Services

Direct Reports: Customer Fulfillment Specialist, Account Modification Specialist, Regulatory Processing Specialist

 

Qualifications

Knowledge

  • Knowledge of financial or banking services.
  • Must have a passion to provide outstanding Customer Service.

Skills

  • Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict.
  • Proven ability to effectively lead through change.
  • Effective oral and written communication skills.  
  • Demonstrated ability to link specific activities to desired results.
  • Proven interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization.
  • Ability to use appropriate analysis, judgment and logic when solving problems and making decisions.

Experience

  • High school diploma or equivalent required.
  • College degree preferred.
  • One year of experience in a leadership role or two years of work related experience required.
  • Experience in back office accounting principles a plus.
  • Leadership courses and workshops will be considered an asset.

WORK CONDITIONS

  • Fast-paced and changing call center environment.
  •    Performance based environment
  •  Schedule and hours may vary
  •  Candidate must be flexible and available to work extended hours including evenings, weekend and holidays as needed to support the business needs.

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