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Customer Care Team Lead Bilingual Spanish

Open 57d posting dated 3 weeks ago

Summary

Leads a bilingual Spanish customer care team at a retail financial-services provider, handling escalated inquiries and coaching agents on products like check cashing and money services.

This job is located at 814 Commerce Drive, Ste. 350, Oak Brook, IL 60523

PLS®: People. Location. Service

Why PLS? Because You Deserve Better!® PLS — which stands for People – Location – Service — is a leading retail provider of financial services. The “P” comes first, because our customers are at the center of everything we do, and we recognize that it’s our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.

Position Overview:

The Customer Care Team Lead is responsible for servicing internal and external customers by providing information about financial products and services and customer concerns. The Customer Care Team Lead is assigned to and responsible for all escalated customer interactions, in addition to second level customer care resolution. He/she acts as a subject matter expert by providing training, coaching, or responding to complex inquiries. The Customer Care Team Lead is instrumental in enhancing the customer experience by providing high quality service at every interaction and ensuring customer inquiries are being handled appropriately, while working in a dynamic, fast-paced environment.

Job Description:

  • Ensure escalated customer inquiries are handled in a timely manner.
  • Assist and train Customer Care Representatives with complex inquiries to promote first call resolution.
  • Determine the cause of the customer's concern; explain the best solution to solve the concern; expedite correction or adjustment and follow-up to ensure resolution.
  • Maintain accurate and updated records of customer interactions and transactions; record details of inquiries and actions taken.
  • Educate customers by answering financial products and service questions and suggesting information about other products and service.
  • Handle all interactions in accordance with PLS policies, procedures, federal guidelines and applicable laws.
  • Identify training needs and support continuous development.
  • Meet Quality Assurance requirements and other key performance metrics.
  • Ensure new processes and procedures are implemented and used effectively.
  • Process and monitor disputes by interviewing, gathering and recording customer details.
  • Lead by example by maintaining a comprehensive knowledge of PLS products and services
  • Support Customer Care Supervisor by escalating employee-related concerns and serving as a backup.
  • Other duties as assigned by management.

Job Requirements:

  • Previous Contact Center experience in a high volume environment
  • High school diploma or equivalent
  • Previous experience handling escalated interactions or second level complaint resolution is a plus
  • Prior leadership experience is a plus
  • Ability to communicate clearly and effectively in Spanish is a plus
  • Ability to work flexible hours, including evenings and holidays as required to support business initiatives
  • Ability to establish and maintain effective working relationships with peers, customers and management
  • Excellent customer service and organizational skills
  • Experience working in a fast-paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner
  • Strong skills to analyze, prioritize, and/or establish a resolution for customer issues
  • Demonstrated ability to complete efficient data entry
  • Ability to readily accept and adapt to changes in work environment, priorities and regulations
  • Ability to work both independently and as a team member
  • Customer service-oriented with the ability to handle difficult situations
  • Excellent written and oral communication skills and phone etiquette
  • Ability to analyze and interpret Key Performance Indicators
  • Computer literacy in Microsoft Windows operating system and Microsoft Office

Physical Requirements:

  • Must be able to sit and/or stand for long periods of time
  • Ability to lift 15 lbs.

Benefits:

Benefits for eligible employees include medical/dental/vision, 401k, vacation, opportunities for advancement, on-going training available.

We strive to demonstrate our Core Values in all positions at PLS:

Communication ● Customer Focus ● Integrity and Trust ● Teamwork ● Results

PLS Financial Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS Financial Services is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team at talentacquisition@PLS247.com to make arrangements. The decision on granting reasonable accommodation will be made on a case-by-case basis.

For jobs located in the City of Los Angeles, consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance, qualified applicants with criminal histories will be considered for employment.

Illinois Pay Band
$20—$20 USD
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What this application asks

greenhouse

First Name, Last Name, Email, Phone, Resume/CV, Location

  • Have you ever been prohibited or restricted in any way from working for any financial institution or financial services company by a governmental agency or other regulatory or licensing entity in any jurisdiction? choose one
  • Have you ever been discharged by an employer? choose one
  • If yes, explain, or type N/A if not applicable. written answer · optional
  • Are you legally authorized to work in the U.S.? (Proof of citizenship or employment eligibility will be required upon employment.) choose one
  • What obligations, if any, are you currently under that may prevent you from working at PLS, such as a non-compete agreement or other contractual agreement with a different employer or company? written answer
  • Are you 18 years of age or older? choose one
  • Have you worked for PLS before? choose one
  • If so, please indicate your role or type N/A if not applicable. optional
  • Are you employed now? choose one
  • Applicant's Statement. I authorize my previous employers, schools or persons named as references to give any information regarding employment or educational record. I agree this company and my previous employers shall not be held liable in any respect if a job offer is not extended, is withdrawn or my employment is terminated because of false statements, omissions or answers made by me on this application. I understand that if hired, I am obligated to comply with any and all current and subsequently adopted PLS policies. In compliance with the Immigration Reform and Control Act of 1986, I understand that on my first day of employment, I will be required to complete Section 1 of Form I-9 attesting to my citizenship or immigration status for purposes of legal authorization to work in the United States. I understand I will also be required to provide original documentation that verifies my identity and my right to work in the United States within three business days of my first day of employment. I understand this application does not create a contract of employment. I understand that, if hired, employment at PLS is at will, which means that either I or the company can terminate the employment relationship at any time, with or without prior notice, and for any reason not prohibited by statute. All employment is continued on that basis. I understand no supervisor, manager or executive of the Company, other than the Co-Presidents, have any authority to alter the foregoing. Please carefully review the following information regarding your Electronic Signature Consent. Electronic Signature Consent. By checking the "I Accept" box below, I am providing my electronic signature ("E-signature") to verify the contents of this Application for Employment and any related documentation submitted in relation to my Application for Employment. I hereby consent to the use of this E-signature on my Application for Employment and agree that my E-signature shall have the same force and effect as my handwritten signature and is fully binding and enforceable, as if I had signed a paper copy of the Application for Employment. I acknowledge and agree that I hereby waive all rights to dispute the validity of my E-signature on this Application. By checking the "I Accept" box below, I acknowledge I have read and I understand the above Applicant's Statement. I certify, acknowledge, and agree that all of the information contained in this Application for Employment, including but not limited to information contained in my résumé, any pre-application or post-offer documentation I submit, and/or any other related documents I complete in relation to my consideration for employment, is true, correct, and complete to the best of my knowledge and I have withheld nothing that, if disclosed, would affect this application unfavorably. I understand and agree that any misstatements or omissions of material facts in this application or provided by me during the hiring process may result in disqualification from, or termination of employment, whenever discovered. choose one

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