Customer Care Team Lead Bilingual Spanish

The role

The Customer Care Team Lead services internal and external customers by providing information about financial products and services. This person handles escalated customer interactions and acts as a subject matter expert through training and coaching.

What you will do

• Ensure escalated customer inquiries are handled in a timely manner.
• Assist and train Customer Care Representatives with complex inquiries.
• Determine the cause of customer concerns and explain solutions.
• Maintain accurate and updated records of customer interactions and transactions.
• Educate customers by answering financial products and service questions.
• 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.

Required qualifications

• Previous Contact Center experience in a high volume environment
• High school diploma or equivalent
• 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
• 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

Nice to have

• Previous experience handling escalated interactions or second level complaint resolution
• Prior leadership experience
• Ability to communicate clearly and effectively in Spanish

Benefits

• medical/dental/vision
• 401k
• vacation
• opportunities for advancement
• on-going training available

About the company

PLS is a leading retail provider of financial services. The PLS Group is comprised of over 200 financial service centers in 12 states.