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Consumer Services Manager
Consumer Services ManagerJobot • Schaumburg, IL, US
Consumer Services Manager

Consumer Services Manager

Jobot • Schaumburg, IL, US
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Join Us!

This Jobot Job is hosted by : Julia Toms

Are you a fit? Easy Apply now by clicking the "Apply Now" button and sending us your resume.

Salary : $90,000 - $110,000 per year

A bit about us :

The Consumer Services Manager ensures that their team delivers exceptional customer service to clients and service companies via phone and ticketing systems. This role supports debt settlement operations by reconciling transactions daily, resolving related issues, and collaborating with the operations and IT teams to develop efficient, well-controlled processes. The Manager provides insights through reporting, analysis, and feedback to guide management decisions.

Why join us?

Location : Schaumburg, IL – 3 days / week on-site (T, W, Th)

Target Salary : $90-110k

Full Benefits

Growth

Great Culture

Job Details

Duties and Responsibilities include but are not limited to the following :

  • Provide impeccable customer service to clients and servicing companies.
  • Create, communicate, track, and manage KPIs for the Consumer Service team.
  • Conduct weekly coaching sessions with direct reports.
  • Field and resolve client calls, emails, and tickets.
  • Coordinate and monitor duties between internal and offshore teams.
  • Field and resolve servicing company(s) calls, emails, and tickets.
  • Review and assist in client account maintenance, scheduled transactions, and audit

files.

  • Maintain composure under pressure, remaining sensitive to clients’ financial circumstances.
  • Demonstrate flexibility and willingness to take on multiple projects and responsibilities.
  • Communicate clearly, tactfully, and with the appropriate tone in every situation.
  • Exhibit meticulous attention to detail and strong organizational skills.
  • Act as an independent, diligent self-starter who embraces responsibility.
  • Perform special research, analysis, and projects as directed.
  • Identify, document, and communicate best practices to streamline client processes.
  • Develop a strong understanding of internal systems and data integrity within Consumer Services.
  • Lead and participate in team meetings to discuss updates, priorities, and issue resolution.
  • Cross-functional collaboration with leaders and team members throughout the organization.
  • Perform daily duties in line with the company’s Information Security Policies and Procedures.
  • Ensure information confidentiality, integrity and privacy is always maintained with processing information assets.
  • Other duties as assigned.

    • Qualifications and Required Skills

  • Associate degree or higher or equivalent job experience
  • 3+ years of experience leading a team in a contact center environment
  • Excellent written, verbal, and listening skills.
  • Proven ability to analyze large volumes of data.
  • Highly organized with strong attention to detail and the ability to multitask.
  • Strong computer skills (Word, Excell, Gmail).
  • Ability to work independently and meet reporting deadlines.
  • Adaptable, team-oriented, and eager to assist others.
  • Comfortable in a fast-paced, changing environment.

    • What Will Make You Stand Out

  • Client-centric mindset with a commitment to delivering exceptional service
  • Experience with CRM systems, such as Salesforce, ClickUp, or Pipedrive.
  • Familiarity with call center technology (CXone, Talkdesk, Five9) and self service IVR and / or online banking systems.
  • Experience utilizing Workforce Management (WFM) tools and advanced reporting to improve agent efficiency. Zendesk is ticketing system.
  • Advanced experience building and scaling contact center teams
  • Knowledge of the Debt Resolution industry is highly preferred

    • Interested in hearing more? Easy Apply now by clicking the "Apply Now" button.

    Jobot is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Jobot also prohibits harassment of applicants or employees based on any of these protected categories. It is Jobot’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

    Sometimes Jobot is required to perform background checks with your authorization. Jobot will consider qualified candidates with criminal histories in a manner consistent with any applicable federal, state, or local law regarding criminal backgrounds, including but not limited to the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.

    Information collected and processed as part of your Jobot candidate profile, and any job applications, resumes, or other information you choose to submit is subject to Jobot's Privacy Policy, as well as the Jobot California Worker Privacy Notice and Jobot Notice Regarding Automated Employment Decision Tools which are available at jobot.com / legal.

    By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Jobot, and / or its agents and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy here : jobot.com / privacy-policy

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