Consumer Assistance Supervisor

About the Role: The Consumer Assistance Supervisor leads a customer service team dedicated to delivering exceptional support while ensuring compliance with policies and regulatory requirements.  The Supervisor answers questions and helps complete necessary functions of Consumer Assistance. The Supervisor serves as an essential liaison between frontline staff and Management, handling complex consumer escalations while developing team members through continuous coaching and performance management.   This is a remote position that is based in Pittsburgh, PA.  This role may require occasional in-person attendance at work-related events at the discretion of management.   What You’ll Do: Provide targeted coaching, mentoring, and performance feedback to develop team members’ skills and ensure high-quality consumer interactions. Conduct regular call quality reviews and provide constructive feedback to improve team performance Ensure all consumer requests are processed within established timeframes that align with company policies, procedures, and regulatory requirements Maintain effective communication channels between Leadership, Compliance, and other departments to address cross-functional needs Serve as the primary escalation point for complex consumer inquiries, resolving sensitive situations with professionalism and sound judgment Stay current with evolving company policies, industry regulations, and procedural changes to ensure accurate guidance to the team Process consumer requests directly as needed to support team workflow and manage queue volume Manage team scheduling to optimize coverage and service levels while balancing staff needs Monitor key performance indicators and develop action plans to meet or exceed department goals Identify emerging trends, process inefficiencies, and coaching opportunities to continuously improve team performance Other duties as assigned   What You’ll Need: High school diploma or equivalent required Excellent verbal and written communication skills with ability to articulate complex information clearly and concisely Strong analytical thinking with demonstrated ability to evaluate situations and make sound decisions Proven leadership capabilities in motivating, mentoring, and developing team members High level of ownership, accountability, and initiative Meticulous attention to detail while maintaining efficiency Superior time management with ability to prioritize competing tasks and meet critical deadlines Effective in both independent and collaborative work environments Adaptable and flexible in response to changing policies, procedures, and priorities   What Can Set You Apart: Bachelor’s degree in related field or equivalent work experience Understanding of business operations and ability to align team goals with organizational objectives

Salary : $22 - $24