What are the responsibilities and job description for the Customer Care Supervisor I position at Equipment Financing?

The Customer Care I Supervisor oversees and manages the Customer Care and File Specialists in the Grand Island office. The supervisor also directly handles more complex Customer Care Escalation and documentation situations; (s)he is also responsible for proposing, devising, and helping implement process efficiencies and keeping the Department's manuals and guides up to date. (S)he influences decisions and actions through advice and counseling and is accountable, individually and jointly, depending on the task, for the Department's production, performance, and results. Finally, the Customer Care Supervisor I monitors employees' attendance, balances workflow accordingly, and keeps the manager updated on the day-to-day happenings in the department.

Major Duties and Responsibilities

Supervision and Training

Analyze team's daily performance indicators and communicate with employees, encouraging awareness and performance improvement by daily feedback, VIP Meetings and periodic reviews.
Provide leadership, guidance and feedback on individual performance using side-by-side coaching, call monitoring and customer communication training.
Schedule and lead team meetings and continuous training sessions to ensure effective communication, instilling a sense of urgency and fostering a collaborative team environment.
On-board new employees in Grand Island and provide recommendations to Manager for training, professional development, and promotions.
Appropriately assess risk when business decisions are made, demonstrating consideration for AmurEF's reputation and safeguarding its Customers, assets and brand.
Develop and maintain productive working relationships with other Departments and third-party service providers.
Collaborate with other AmurEF Departments to establish practices and procedures in keeping with the company's long-term growth, profitability and risk management objectives.
Review and approve employee time-off requests and timesheets as scheduled.
Engage, lead, and inspire team members to exceed monthly goals agreed upon with Customer Care Manager.

Research & Reporting

Reviews and monitors Customer Care productivity for accuracy and shares error opportunities with Manager for special training topics.

Review and submit reports of Maturing Lease and UCC Continuations.

Prepare and maintain reporting daily on Call and Workflows, weekly and monthly.

Customer Service

Maintain a positive and professional attitude by focusing on solutions to promote a collaborative and enjoyable environment.

Handle escalated customer calls, disputes and maintain professional phone etiquette skills.

Quality check calls and communications are at 99% in the Customer Care Department on ensuring that scripts and templates are being utilized and messaging is consistent across job functions.

Creating a work environment that is supportive, positive, and engaging in Customer Communication.

Requirements

Skills and Abilities

Thorough knowledge of internal and industry standard Customer Care procedures, compliance, and applicable requirements

Well-developed planning, time management and organizational skills

Ability to handle multiple tasks during constantly fluctuating work load

Demonstrated leadership and negotiation skills

Ability to effectively plan and execute strategies

Strong training, coaching and motivational skills

Excellent written and verbal communication skills

Commitment to exemplifying the highest integrity and professional business standards.

Highly proficient in MS Office, including Excel, Word and Access, as well as Internet-based solutions and information sources and AmurEF lease management platforms (e.g., Lease Plus, Aspire, SSRS)

Education and Training Guidelines

Associate degree in Business / Finance / Accounting or equivalent

Two (2) to five (5) years related experience preferred

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Customer Care Supervisor I

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