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Customer Support Operations Supervisor

2 months ago

Oak Brook, Illinois, United States Pls Financial Services, Inc. Full time

Overview:

PLS: People. Location. Service

PLS, a prominent retail provider of alternative financial solutions, operates over 200 financial service centers across multiple states. Our check cashing outlets offer consumers accessible financial products and services designed to assist them in managing their everyday financial requirements. While many of our clients maintain banking relationships, we recognize that they choose our services for their convenience, transparency, and often lower costs compared to traditional options. Established in 1997 by Bob and Dan Wolfberg, who continue to lead as Co-Presidents, PLS is committed to serving our customers effectively.

Position Overview:

The Customer Support Operations Supervisor plays a crucial role in addressing the needs of both internal and external clients by delivering information regarding financial products and resolving customer issues. This position is tasked with managing all escalated customer interactions and providing second-level support. Acting as a subject matter expert, the Supervisor is responsible for training, coaching, and addressing complex inquiries. This role is vital in enhancing the customer experience by ensuring high-quality service during every interaction and effectively managing customer inquiries in a dynamic, fast-paced environment.

Key Responsibilities:

  • Ensure timely resolution of escalated customer inquiries.
  • Assist and mentor Customer Support Representatives in handling complex inquiries to promote effective first-call resolutions.
  • Identify the root cause of customer concerns, articulate the best solutions, expedite corrections or adjustments, and follow up to confirm resolution.
  • Maintain accurate and updated records of customer interactions and transactions, documenting details of inquiries and actions taken.
  • Educate customers by addressing questions related to financial products and services, while also suggesting additional relevant offerings.
  • Conduct all interactions in compliance with PLS policies, procedures, federal regulations, and applicable laws.
  • Identify training needs and support ongoing professional development.
  • Meet Quality Assurance standards and other key performance indicators.
  • Ensure effective implementation and utilization of new processes and procedures.
  • Process and monitor disputes by gathering and recording customer information.
  • Lead by example by maintaining comprehensive knowledge of PLS products and services.
  • Support the Customer Support Supervisor by escalating employee-related issues and serving as a backup when necessary.
  • Perform other duties as assigned by management.

Qualifications:

  • Experience in a high-volume contact center environment.
  • High school diploma or equivalent required.
  • Experience in managing escalated interactions or second-level complaint resolution is advantageous.
  • Prior leadership experience is preferred.
  • Proficiency in Spanish is a plus.
  • Flexibility to work varied hours, including evenings and holidays, as needed to support business operations.
  • Ability to establish and maintain effective working relationships with colleagues, customers, and management.
  • Strong customer service and organizational skills.
  • Experience in a fast-paced environment with the ability to manage multiple competing tasks while ensuring accuracy and timeliness.
  • Strong analytical and prioritization skills to resolve customer issues.
  • Demonstrated ability to perform efficient data entry.
  • Adaptability to changes in the work environment, priorities, and regulations.
  • Ability to work independently as well as collaboratively within a team.
  • Customer service-oriented with the capability to handle challenging situations.
  • Excellent written and verbal communication skills, along with professional phone etiquette.
  • Ability to analyze and interpret Key Performance Indicators.
  • Proficient in Microsoft Windows and Microsoft Office applications.

Physical Requirements:

  • Must be able to sit and/or stand for extended periods.
  • Ability to lift up to 15 lbs.

Benefits:

Eligible employees may receive benefits including medical, dental, and vision coverage, 401k plans, vacation time, opportunities for career advancement, and ongoing training.

Core Values:

At PLS, we strive to embody our Core Values in every position: Communication, Customer Focus, Integrity and Trust, Teamwork, and 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 maintains a drug-free workplace and provides reasonable accommodations to applicants with disabilities. If you require a reasonable accommodation during the application and hiring process, please inform your Recruiter or a member of our Human Resources team to make arrangements. Each request for accommodation will be evaluated on a case-by-case basis.