Team Manager, Customer Experience Team

Position Summary

The CET Team Manager will monitor daily production/performance statistics and trends and address any backlog or workflow issues with CET Specialists. The CET Team Manager will also regulate consumer-facing policies and procedures, by monitoring and ensuring the CET group accurately acknowledges, handles, and responds to customer concerns and inquiries surrounding consumer protection laws, submitted through verbal and written channels. The CET Team Manager will also oversee the Root Cause Analysis process ensuring all RCAs are completed accurately and share with the responsible business lines for improvements.

• Oversee CET groups by monitoring daily production/performance statistics and trends and address any backlog or workflow issues with employees.
• Mitigate complaint volumes through all complaint channels and assign complaint work to CET specialists to ensure efficient research, resolution and response is provided to customers within expected response times.
• Work with the CET Manager to compile monthly production reports, performance reports, phone statistics, queue reviews, and vintage reporting. Utilize the reports and updates to establish efficiencies, set goals, improve workflow, establish procedural changes, and manage volume.
• Ensure all high-risk complaints are acknowledged and responded to with accurate resolution within the escalated time frames.
• Communicate with subject matter experts for resolution based on severity, risk, or type, and subsequently evaluate, acknowledge, investigate, escalate, as needed, to provide the best resolution.
• Assist in analyzing and resolving cross-functional and third-party issues to the satisfaction of all parties involved. Cultivate relationships with other departments, dealers, attorneys, customers and other internal and external contacts to facilitate problem-solving and resolution.
• Partner with Compliance department and leadership to determine distribution of high-risk complaints and perform necessary and immediate research for resolution as requested.
• Ensure CET Specialists are critically evaluating complaints for root cause analysis to identify business improvements…. many of which are complex operation and compliance issues.
• Coordinates meetings with business lines to discuss root cause analysis findings on complaints and provide corrective action plans for business improvement.
• Achieves expected scores on Quality Assurance phone monitors, as well as written quality audits.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Two (2) years minimum of managerial or leadership experience.
• Three (3) years minimum of center/customer service/Complaint Handling-related experience.
• Proven experience in handling customer inquiries, complaints, and escalations effectively.

• High school diploma/GED, or equivalent.

• Effectively leads teams by setting clear goals, inspiring collaboration, and driving accountability to achieve results.
• Excellent skills with using MS Office Suite applications, such as Excel, Word, Outlook and PowerPoint.
• Exceptional verbal and written communication, and interpersonal skills.
• High level of attention to detail, organizational skills, and ability to multitask effectively.
• Must be able to maintain a high level of integrity, confidentiality and professionalism.
• Ability to understand, adhere and interpret company policies, procedures, and regulatory compliance guidelines.
• Ability to read and interpret documents and apply common sense understanding to carry out instructions.
• Demonstrates strong analytical skills in identifying root causes of issues and developing effective solutions to prevent recurrence.
• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis. This is a hybrid, in office position.
• Must have reliable transportation and…