Bilingual Customer Service Manager - Lead a Remote Team

Regional Finance; Plano (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Regional Finance is expanding its Customer Service organization and seeks a capable Manager to lead a dynamic call center team servicing regional customers. The role focuses on driving efficiency, coaching staff, and partnering with product and operations to optimize the loan origination and servicing system.

The ideal candidate has 3+ years in consumer finance call centers, strong Excel and SQL skills, and experience with AI-enabled tools to forecast staffing and boost service levels.

Qualifications

• Associates degree (or commensurate experience) required.
• 3+ years managing a consumer finance call center or support dept.
• Proficient with Microsoft Excel and complex formulas.

Responsibilities

• Provide exceptional support for Regional customers and staff.
• Serve as point of contact for customer inquiries and escalations with SMEs.
• Collaborate with cross-functional teams to ensure proper handling of contacts.
• Maintain policy and procedures related to Customer Service.
• Mentor staff to deliver high-quality customer experiences.
• Manage performance through KPIs and coaching with regular one-on-ones.
• Oversee staffing using ticketing/phone systems and forecast capacity.
• Prioritize system issues and feature requests with product owners.
• Support Loan Modification program quality controls and SOX controls.
• Represent the team in cross-functional meetings and strategic projects.

Skills

Call center management

Excel advanced

SQL

AI tools

Attention to detail

Analytical skills

Pre-employment screening

Education

Associates degree

Tools

JIRA

Job description

Regional Finance is expanding its Customer Service organization and seeks a capable Manager to lead a dynamic call center team servicing regional customers. The role focuses on driving efficiency, coaching staff, and partnering with product and operations to optimize the loan origination and servicing system.

The ideal candidate has 3+ years in consumer finance call centers, strong Excel and SQL skills, and experience with AI-enabled tools to forecast staffing and boost service levels.