Client Success Account Manager Supervisor

We are seeking driven individuals who are looking to establish a long-term CAREER in the personal finance industry. With the nature of our economy and the need for financial education, our industry is growing and will only continue to thrive and offer stability for those who start their career now.

Alleviate is one of the fastest growing companies in the Debt Relief space. Every day we help clients find solutions to their financial challenges. We are a vibrant and energetic organization of nearly 500 employees. Alleviate offers a fun, supportive culture with endless opportunities for growth and promotions. We are currently investing heavily in marketing and technology to ensure continued growth.

If this is you, and want to help people get out of debt, we would love to hear from you! 

*We only hire within these states - CA, NV, AZ, TX, NJ, FL, NY, ID, OR, MD, WA

GENERAL SUMMARY:

The Client Success Account Manager Supervisor oversees the daily operations of the Client Success Account Managers, and ensures the efficiency and productivity of the department as it pertains to company goals and expectations. The supervisor is responsible for organizing and directing the team.

ESSENTIAL DUTIES:

● Responsible for managing teams of 15-20 Client Success Account Managers

● Drive excellent performance from the team that bring sustainable business growth

● Devise ways to optimize procedures and keep staff motivated

● Ensure adherence to policies and procedures

● Review and monitor daily production, setting daily, weekly, monthly, and quarterly goals

● Answer questions from staff and provide guidance and feedback

● Measure performance with key metrics; calls taken/abandoned/waiting, call quality etc.

● Prepare monthly/annual results and performance reports

● Assists the manager with reporting and maintenance of EOD reports

● Take over phone calls as needed Support payroll execution including advances, deductions, cancellations, commissions, hours, re-writes, etc. ensuring accuracy and timely completion

● Periodical performance management (Performances Notices & Coaching) based on attendance, productivity or any other criteria pertinent to job function

● Aid management in handling disciplinary actions

● Communicates all company and job-related information to staff members

● Manages all aspects of personnel including, but not limited to scheduling, performance evaluations, payroll, disciplinary actions, terminations, and interviewing

● Establishes, reviews and updates department and company policies and procedures

● Ensures compliance with FTC and FCC regulations and department and company policies, procedures and guidelines

● Establish and strengthened relationships with interdepartmental staff, as well as, external partnerships directly or indirectly associated with the company

● Maintains professional relationships with internal departments and customers; reliable, punctual, tactful,

considerate of others, and practices open communication

● Establish schedules for Direct Reports

● Daily monitoring of attendance and punctuality of the department, which includes reporting excessive absenteeism and tardiness to the Human Resources Department.

● Daily monitoring of Overtime hours for the department, which includes establishing limitations on Overtime hours, and addressing unapproved Overtime hours as they occur.

● Daily monitoring of time records for the department, to ensure missing punches and time cards errors are resolved.

● Daily monitoring of meal break compliance to ensure that hourly members of the department are taking meal breaks in compliance with Company policy (i.e., Meal breaks must be a minimum of 30 minutes in length, and taken by the 5th hour of work).

● Management of Paid Time Off (PTO) for members of the department, which includes approving/denying requests for PTO and communicating Unpaid Time Off to the Human Resources Department.

● Monitoring of performance for all members of the department, which includes conducting progressive disciplinary action when appropriate, establishing performance improvement plans, documenting conversations regarding performance matters, and conducting 90-day and annual performance evaluations per Company policy.

Other Responsibilities:

● Continuously improve through feedback

● Attend training and department meetings

● Other duties as assign

JOB SPECIFICATIONS: (Knowledge, skills, abilities and experience normally required for competent performance)

Knowledge and Experience

● High School Diploma or GED required

● 2+ years of Call Center Management required

Skills and Abilities

● Experience as a call center supervisor or lead capacity in any environment

● Experience in Customer service is essential

● Ability to work under pressure

● Result Oriented, Excellent organizational and leadership skills

● Outstanding customer service skills with the ability to de-escalate difficult situations calmly and effectively

● A strong sense of urgency and ownership with a keen ability to prioritize

● Superior time management, multitasking and organizational skills; able to work under deadline constraints while completing work accurately and efficiently

● Thorough knowledge of call center policies and procedures

● Good judgment with a highly developed sense of integrity and ability to consistently adhere to company and

department guidelines and accurately apply policies and procedures to various situations

● A strong work ethic, flexible and adaptable with a positive attitude and a willingness to go above and beyond to

get the job done

● Technically savvy: Intermediate knowledge of MS Office programs, Intermediate computer literacy skills, quick

and efficient typing skills

● Ability to communicate clearly and professionally both verbally and in writing, while utilizing specialized skills of tact and persuasion

PREFERRED QUALIFICATIONS:

● Debt Settlement or related industry experience

● Knowledge of Internal CRM DPP & Phone system: YTEL

● General understanding of call center technology (ACD, IP, etc) reporting and metrics

● Bilingual (Spanish/English)

WORKING CONDITION DEMANDS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Additional Perks & Benefits: 

• Remote/work from home environment including training 

• Robust training program 

• Health, dental, and vision benefits 

• Ancillary benefits including legal services, disability insurance, Employee Assistance Program, and much more! 

• PTO 

• Paid holidays 

• All computer and equipment is provided by the Company 

• Flexible scheduling following the completion of training

• 401(k) that can be elected from day 1 of employment! 

Schedule: 8-hour shift, M - F, must be available anytime between 6am-6pmPST

Pay: $23-27/hr. DOE

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This position must pass a post-offer pre-employment criminal background check.