Director of Customer Service Job at National Debt Relief, LLC.
Overview:
We’re looking for a highly motivated leader with a proven record of building and optimizing customer service across a variety of teams. The Director will be responsible for applying skills and knowledge with a disciplined approach to ensure the team meets or exceeds performance objectives, maintains a high level of client satisfaction, while also building efficiencies.
Responsibilities:
Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.
National Debt Relief is a certified Great Place to Work®! Compensation Information: Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $110k - $145k. Benefits:
Our extensive benefits package includes:
For information about our Employee Privacy Policy, please see here
#LI-REMOTE
NDR’s goal of Best-in-Class Client Servicing continues to expand! We are looking for an experienced professional to lead our teams as well as improve performance through efficiencies, process improvement and new strategies. As NDR further enhances our services, the ideal candidate would be skilled in all communication channels. Ability to work with senior leaders to work through integrations, system stand up, and implementing metrics that tell and demonstrate our story in performance and metrics.
We’re looking for a highly motivated leader with a proven record of building and optimizing customer service across a variety of teams. The Director will be responsible for applying skills and knowledge with a disciplined approach to ensure the team meets or exceeds performance objectives, maintains a high level of client satisfaction, while also building efficiencies.
Responsibilities:
- Utilize Salesforce CRM software and other systems to drive improvement to client response times and efficiency
- Interface with Product for enhancements and process improvements
- Proactively propose changes to strategy, team efficiencies and processes that impact client servicing
- Partners with senior leaders on client success program level strategy development and execution
- Reviews tactical implications to client services and processes to ensure long-term goals and an organization wide view are represented in requirements
- Manage launch of product enhancements or new product solutions and is responsible for product life-cycle management in partnership with key stakeholders within NDR while adhering to compliance, privacy and risk policies.
- Oversee 3 to 5 direct reports of leaders with teams of 20 to 35 plus team members each
- Understand and enforce company and departmental compliance, guidelines, policies and procedures
- Coach and develop managers and their teams to consistently exceed performance expectations
- Oversee the client experience to ensure highest standards and deliver Best-In-Class client service
- Track and audit team performance with KPI data, Analytic comparisons, and SLAs
- Provide a monthly and quarterly strategy presentation, with data to support observations, for team performance, trends, and objectives
- Partner with L&D to implement learning solutions
- Build and maintain effective working relationships with stakeholders at all levels of the organization.
- Partner with People Team to resolve employee relations and performance as required
- 10 plus years of experience managing Customer Service teams
- Excellent written and oral skills
- Excellent analytical and presentation skills
- Experience implementing new strategies, support models and change management
- Ability to manage multiple projects at the same time in a fast-paced business environment
- Ability to maintain a professional environment with leaders and team members
- Ability to multitask in a dynamic environment
- Ability to travel 10 to 25% for business needs
National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.
Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.
National Debt Relief is a certified Great Place to Work®!
National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes:
- Generous Medical, Dental, and Vision Benefits
- 401(k) with Company Match
- Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
- 10 weeks Paid Parental Leave
- Pre-tax Transit Benefits
- No-Cost Life Insurance Benefits
- Voluntary Benefits Options
- ASPCA Pet Health Insurance Discount
National Debt Relief is a certified Great Place to Work®!
National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
For information about our Employee Privacy Policy, please see here
#LI-REMOTE
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