CRIF

Director of Client Services

CRIF

full-time

Posted on:

Location Type: Office

Location: Atlanta • United States

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Job Level

Lead

About the role

  • Manages the Team’s Deliverables
  • Establishes team goals that align with overall departmental and corporate goals and strategy
  • Routinely reviews the team’s deliverables in relation to established goals and standards
  • Provides oversight to ensure production and quality standards are met
  • Addresses client concerns promptly and effectively
  • Escalate issues when necessary and follow through to resolution
  • Manages Individual Contributors
  • Manages performance to drive results and meet Service Level Agreement (SLA) and Quality standards
  • Drives employee engagement and motivates employees
  • Provides feedback and coaching to improve the overall performance of the team
  • Defines roles and responsibilities within the team and assigns work appropriately
  • Manages employee development within the team and leverages talent across the department
  • Plans, organizes, and assigns work as it relates to workflows within the team
  • Participates in new lender partner implementations
  • Drives and promotes continuous process improvement for the overall department
  • Report on trends identified through ticketing system, identifying areas to gain efficiencies and improvements
  • Prepare internal reports on client satisfaction and service trends
  • Provide regular updates to clients on performance metrics and project status
  • Interfaces and fosters relationships with other areas and leaders in the organization
  • Attends critical meetings that impact the team workflows and deliverables
  • Responsible for and acts as a liaison for external and internal relationships
  • Prepare and deliver communication to lender and dealer partners
  • Provides effective communication across the organization
  • Conducts team meetings, individual meetings and communicates with peers
  • Routinely identifies and shares information and solicits feedback regarding process improvements and general company departmental information
  • Cascades information and implements communication plans

Requirements

  • Bachelor’s degree or equivalent leadership experience
  • At least 7 years of experience in a client facing service environment
  • Data-driven approach to client management
  • Proficiency in CRM systems and Microsoft Office Suite
  • Proven interpersonal skills, communication skills, and organizational skills
  • Problem-solving mindset with a focus on client satisfaction.
Benefits
  • 401(k)
  • Dental insurance
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Vision insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client managementperformance managementprocess improvementdata analysisreportingworkflow managementemployee developmentgoal settingquality assuranceservice level agreement (SLA)
Soft Skills
interpersonal skillscommunication skillsorganizational skillsproblem-solvingemployee engagementcoachingmotivationfeedbackrelationship buildingteam management
Certifications
Bachelor's degree