Customer Experience Team

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

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 respond to and resolve any escalated customer concerns, as well as coaching and developing the CET Specialists.

Job Functions

• 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 specialist 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.

Competencies:

• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People - Available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; continually works to improve supervisory skills.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Delegation - Delegates work assignments; Matches the responsibility to the person; Provides recognition for results.
• Quality Management – Oversees internal quality monitoring process. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Makes timely decisions.
• Planning/Organizing - Uses time efficiently; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance.
• Adaptability - Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

• Initiative - Asks for and offers help when needed.
• Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work.

Education and/or Experience The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED. College Degree preferred. Three to five years Customer Service experience or equivalent years in complaint handling within a Call Center.

Language Skills Ability to read and interpret documents such as safety rules and policy and procedure manuals. Ability to write correspondence. Ability to speak effectively before groups of employees.

Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written or oral form.

Computer Skills To perform this job successfully, an individual should have Intermediate to Advanced knowledge of MS Excel, MS Access, MS Word, MS PowerPoint and other reporting mechanisms.

Other Skills and Abilities Knowledge of and Compliant with the Fair Debt Collection Practices Act, local, state and federal collection laws. Skip tracing tools. Outstanding leadership skills with a strong ability to coach and develop.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The vision requirement for this position is close vision.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

#li-hybrid