Bilingual CS Manager: Growth & Operations Leader

Regional Finance (Regional Management Corp.); Plano (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

Regional Finance (Regional Management Corp.) is seeking a Customer Service Manager to lead a dynamic inbound/outbound call center team servicing Regional customers.

The role partners with cross-functional teams, manages remote loan closing processes, and supports the Loan Modification program. It requires strong technical and leadership skills to forecast staffing and monitor metrics for improved service.

Qualifications

• Associates Degree (or commensurate experience).
• 3+ years managing a call center or customer support department.
• Proficient in Microsoft Suite with emphasis in Excel (complex formulas).
• Proficiency in Copilot, Claude, or similar AI-enabled software.

Responsibilities

• Provide exceptional support for external customers and Regional employees.
• Serve as a point of contact for customer inquiries and complaints with SMEs.
• Address and resolve escalations by engaging applicable experts for quick resolution.
• Collaborate with RMC departments to ensure customer contacts are handled properly.
• Mentor support team to deliver excellent customer experiences.

Skills

Call center management

Leadership

Analytical skills

Excel

Copilot / AI tools

SQL

Attention to detail

Education

Associates Degree

Tools

JIRA

CXonce

Nortridge Loan System

CRM systems

Job description

Regional Finance (Regional Management Corp.) is seeking a Customer Service Manager to lead a dynamic inbound/outbound call center team servicing Regional customers.

The role partners with cross-functional teams, manages remote loan closing processes, and supports the Loan Modification program. It requires strong technical and leadership skills to forecast staffing and monitor metrics for improved service.