Dispute Resolution - Team Lead

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The Dispute Resolution Specialist-Team Lead is responsible for supporting asset management and operations to resolve escalated customer issues while providing excellent customer service for PosiGen customers.  The role will be focused on handling high impact escalations, complaints, issue resolution, and improving the customer experience.  The Dispute Resolution Specialist is responsible for carrying out the complaint resolution policy and implementing corresponding standard operating procedures. The Specialist would work under minimal supervision and is often called upon to assist management with special assignments, project management, and reporting.  The Specialist-Team Lead is responsible for engaging, empowering, and motivating their team members.                 

Essential Job Functions

• Handles escalated customer complaints, including BBB and other public forum or regulatory complaints, from intake to resolution.
• Communicates directly with the customer using phone, email and SMS to find resolution to complaint.
• Documents internal assessment of customer issues in the CRM, currently Salesforce.
• Researches the account history and makes determination based on all information provided; Provides customer resolution options and makes offers directly to the customer.
• Provides coaching and feedback to Customer Care team and other interested stakeholders to increase product knowledge, resolution options, and increase consistency in servicing.
• Creates and standardizes reporting on escalation types, including root cause analysis, to promote continuous internal feedback for reducing future customer issues and escalations. 
• Uses dialer statistics and Salesforce reporting to provide feedback and reporting to the Risk Assessment Committee.
• Issue owner through resolution but provides interdepartmental support by acting as a liaison between departments to aid in resolution.
• Ensures compliance with all federal and state laws, contractual requirements, and policies.
• Responsible for minimizing regulatory, compliance, reputational, financial and legal risk to the company by resolving customer issues in a timely and professional manner.
• Contributes to scheduling, preparing for, and meeting with the Risk Assessment Committee.

Competencies

• Must be a dynamic presenter 
• Ability to work independently and prioritize workload
• Ability to handle and make decisions on complex matters.
• Must be flexible and patient with the ability to show compassion to better calm customer and must be able to handle stressful situations
• Ability to quickly become proficient with all products and lease agreements.  
• Persuasive, persistent and self-motivated
• Advanced communications and analytical skills
• Advanced coaching and development 
• Advanced de-escalation / customer service skills

Education/Experience

• College degree or equivalent work experience 
• 3-5 years of progressive experience in a call center or collection agency preferred. 
• Minimum of one-year supervisory experience
• Knowledge of Billing, Collections and Customer Service procedures
• Salesforce experience is required
• Proficient in Google Suite products, including Gmail, Google Docs, Google Sheets, etc.
• Excellent written and verbal communication skills required
• Excellent customer service experience and skills are required

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.

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