Bilingual Customer Care Team Lead (Spanish)

PLS; Broadview (IL); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical/dental/vision

401k

Vacation

Opportunities for advancement

Ongoing training

Job summary

PLS Financial Services in Oak Brook, IL is seeking a Customer Care Team Lead to supervise escalated customer interactions and train representatives. You will act as a subject matter expert, coach staff, and drive first-call resolution in a fast-paced environment.

Join a team focused on service excellence, with opportunities for advancement and ongoing training. Applicants should have contact center experience and strong communication skills in English (Spanish a plus).

Qualifications

• Previous Contact Center experience in a high volume environment.
• High school diploma or equivalent.
• Previous experience handling escalated interactions or second level complaint resolution is a plus.
• Prior leadership experience is a plus.
• Ability to communicate clearly and effectively in Spanish is a plus.
• Ability to work flexible hours, including evenings and holidays as required to support business initiatives.
• Excellent customer service and organizational skills.
• Experience working in a fast-paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner.

Responsibilities

• Ensure escalated customer inquiries are handled in a timely manner.
• Assist and train Customer Care Representatives with complex inquiries to promote first call resolution.
• Determine the cause of the customer's concern; explain the best solution and follow up to ensure resolution.
• Maintain accurate and updated records of customer interactions and transactions.
• Educate customers by answering financial products and service questions and suggesting information about other products and service.
• Handle all interactions in accordance with PLS policies, procedures, federal guidelines and applicable laws.
• Identify training needs and support continuous development.
• Meet Quality Assurance requirements and other key performance metrics.
• Ensure new processes and procedures are implemented and used effectively.
• Process and monitor disputes by interviewing, gathering and recording customer details.

Skills

Customer service

Leadership

Escalated inquiries

Training coaching

Data entry

Communication

Education

High school diploma or equivalent

Tools

Microsoft Windows

Microsoft Office

Job description

PLS Financial Services in Oak Brook, IL is seeking a Customer Care Team Lead to supervise escalated customer interactions and train representatives. You will act as a subject matter expert, coach staff, and drive first-call resolution in a fast-paced environment.

Join a team focused on service excellence, with opportunities for advancement and ongoing training. Applicants should have contact center experience and strong communication skills in English (Spanish a plus).