Associate Manager, Customer Service

First Help Financial (FHF) is a fast growing and culturally diverse company in the U.S. We provide auto loans to the underserved and care for our customers and partners with exceptional service. Through flexible financing options and tri-lingual support, we offer consumers an easier way to finance their first car. We lend to and support our portfolio which has consistently grown 30-40% each year over the last six years.

Here you will find hard-working colleagues that come from over 20 countries. We hold ourselves to the highest standards of professionalism but also enjoy our work. Our culture and benefits are geared towards making you successful in life and comfortable at work.

Your Title: Associate Manager, Customer Service

Your Location: Remote

Your Schedule: Monday - Friday 9am-5:30pm EST

You Report To: Manager, Customer Service

About the Opportunity:

First Help Financial, voted and certified as a “Great Place to Work” by our workforce three years in a row, is adding a new partner to our Servicing department to accommodate our remarkable growth! As an Associate Manager in Customer Service, you will be leading your team and the Customer Service department as a whole to provide excellent service to our customers, dealers and various third parties. You will be assigned members of the Servicing Team and be responsible for coaching them on their performance and further developing them to help them achieve their career goals. You will also help develop and better optimize our policies and procedures and coach your team on any policy or procedural changes. In this role, you will have the opportunity to be directly involved in further developing the client experience and the growth and development of the individuals on your team.

What you will do:

Your duties include, but are not limited to:

• Motivate team members to consistently achieve daily KPI expectations.
• Manage team performance by analyzing metrics and KPIs daily.
• Foster a culture of compliance and customer service within your team and the department.
• Assess customer service quality and compliance adherence via monthly call monitoring.
• Provide regular feedback and coaching to individual team members.
• Review department processes and policy and provide recommendations on possible changes to become more efficient.
• Identify and implement staffing and scheduling needs to consistently maintain Customer Service department expectations.
• Assist team members and Team Leads with escalated calls as necessary.
• Manage administrative managerial tasks such as scheduling, staffing, payroll, etc.
• Create and administer performance reviews to team members.

What you bring:

• Minimum 1 year of previous management experience.
• Prior experience as Team Lead at First Help Financial preferred.
• Bilingual (English and Spanish or Portuguese).
• Analytical mindset in reviewing data to assist in identifying areas for improvement (for individuals, your team and the department).

FHF Benefits…

• Great Perks – We offer generous salaries, competitive health and welfare benefits (medical, dental, vision, LTD/STD, Identity theft, paid parental leave and much more), paid vacation, 401(k) match, tuition reimbursement, social activities, monthly lunches, a robust employee recognition and talent development program to enhance your career with us.
• Culture - We are believers in maintaining a healthy work-life balance. While we work hard and care deeply about our customers and partners, we want you to have room for your family, friends, and yourself.
• Growth - Company growth provides unprecedented career growth. FHF’s extraordinary year over year growth in revenue and new markets provides opportunity for you to establish and develop your career growth. We engage each employee to build a career plan that benefits everyone and we have a proven record of investing in you.

Diversity and Inclusion

FHF is committed to building a culture that respects and embraces all walks of life, inclusive of gender, race, culture, age, sexual orientation, and other identities. We will make accommodations when interviewing anyone with special needs.

First Help Financial (FHF) is a fast-growing and culturally diverse company in the U.S. We provide auto loans to the underserved and care for our customers and partners with exceptional service. Through flexible financing options and tri-lingual support, we offer consumers an easier way to finance their first car. We lend to and support our portfolio which has consistently grown 30-40% each year over the last seven years.

Here you will find hard-working colleagues that come from over 20 countries. We hold ourselves to the highest standards of professionalism but also enjoy our work. Our culture and benefits are geared towards making you successful in life and comfortable at work.

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