Customer Service Manager at Prospa Inc

Job Description

• The role will require the successful candidate to investigate and monitor disputed customer transactions that are received verbally and/or in writing to ensure we are providing excellent customer service, complying with all applicable regulations, and minimizing financial impact to the company.
• The Customer Service Manager (Resolution) will handle escalated customer issues which may involve answering/making calls to customers and/or merchants while conducting research.

The Role

• Manage sensitive and escalate customer complaints ensuring senior managers are briefed where appropriate.
• Prepare appropriate responses to complaints received directly from customers or through regulators or bank partners.
• Ensure that you and the customer service team members provide excellent, courteous and professional customer service when interacting with the customer.
• Escalate to in a timely manner any issues of concern.
• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Keep accurate records and document customer service actions and discussions
• Achieve qualitative and quantitative targets
• Maintain an orderly workflow according to priorities
• Hold daily stand ups with your team

Requirements for the role:

• Self starter that thrives in a collaborative team environment with proven propensity to learn new technologies quickly
• Inspires others to achieve success
• An empathetic, inclusive and curious attitude
• Dynamic, proactive and energetic leadership style
• Clear verbal and written communication skills
• Comfortable and skilled in inbound and outbound calls to customers and/or merchants
• Enjoy new challenges in a rapidly growing environment
• Must be well organized with keen attention to detail
• Strong analytical and conflict resolution skills
• Excellent time and people management skills, with the ability to prioritize and multi-task under pressure of deadlines
• Demonstrate effective problem solving skills
• Excellent written and verbal communication skills, including presentation skills.
• Strong interpersonal skills and ability to develop relationships with clients
• Ambitious and target focused with a drive to succeed.
• Required to work onsite

Preferred Experience:

• 5+years proven experience in customer service and 3+ years as a Customer sales manager in a financial institution or Fintech.
• Strong supervisory and leadership skills with a proven ability to motivate and manage a team.