Bilingual Customer Service Leader

Regional Management Corp.; Plano (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

Regional Management Corp. in Plano, TX seeks an experienced Customer Service Operations Manager to lead the support team, improve customer experience, and drive service excellence across Regional's consumer finance products.

The role requires strong leadership, data analysis, and collaboration with product and branch teams; you will manage escalations, improve processes, and ensure SOX controls.

Qualifications

• Associates degree or equivalent experience.
• 3+ years in consumer finance.
• 3+ years leading a call center or customer support dept.
• Strong Excel skills, complex formulas.
• Experience with SQL queries.
• Familiarity with AI-enabled tools.

Responsibilities

• Provide exceptional support for customers and Regional employees.
• Address and resolve escalations with SMEs.
• Mentor support team for quality customer experiences.
• Lead staff through coaching and performance reviews.
• Identify process improvements for efficiency.
• Collaborate with Branch Support Manager in their absence.

Skills

Consumer Finance Experience

Call Center Management

Excel Proficiency

SQL

AI-enabled tools

Attention to detail

Analytical skills

Pre-employment screenings

Leadership

Education

Associates Degree

Tools

Microsoft Copilot

CRM familiarity

Job description

Regional Management Corp. in Plano, TX seeks an experienced Customer Service Operations Manager to lead the support team, improve customer experience, and drive service excellence across Regional's consumer finance products.

The role requires strong leadership, data analysis, and collaboration with product and branch teams; you will manage escalations, improve processes, and ensure SOX controls.