DFC Customer Service Supervisor

Driveway Finance Corporation; Tigard (OR); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, vision

401(k) Retirement Plan

Disability insurance

Employee Stock Purchase Plan

Job summary

Driveway Finance Corporation in Tigard, OR is seeking a Customer Service Supervisor to lead the CS team and drive performance aligned with company strategy. You will oversee service operations, analyze metrics, handle escalations, and train staff to deliver high client satisfaction while following FDCPA guidelines.

The ideal candidate has 2 years in a call center, 3 years in leadership, and knowledge of installment loans and consumer protection laws; proficiency with MS Office is required and

Qualifications

• 2-years call center experience required; 3-years preferred.
• 1-year prior supervisory or leadership experience required.
• Basic knowledge of installment loans and various customer protection laws.
• Experience documenting customer issues in detail.

Responsibilities

• Lead the Customer Service team and ensure high customer satisfaction.
• Use analytics and metrics to drive performance and improvements.
• Provide training and develop staff to meet goals and standards.
• Ensure FDCPA guidelines and company policies are followed.

Skills

Call center experience

Supervisory experience

Customer service analytics

MS Office

Education

High School diploma or equivalent

Tools

MS Office

Job description

Dealership:L0238 Driveway Finance CorporationDriveway Finance Corporation |DFC Customer Service SupervisorDriveway Finance Corporation (DFC) is a modern automotive lender and part of the Lithia & Driveway (LAD) family, one of the largest automotive retailers in North America and where we exemplify "Auto Done Easy". DFC provides flexible, customer-focused financing solutions that support both retail and commercial clients. Our innovative approach combines technology with personalized service to simplify the vehicle financing experience. At DFC, we're driving the future of auto finance!The DFC Customer Service Supervisor will lead the Customer Service team and be responsible for the supervision of overall direction, coordination and execution of customer service functions and initiatives.The DFC Customer Service Supervisor reports to the DFC Collections Manager.Location:Tigard, ORCompensation Range: $60,000- $85,000, with a typical starting range of $60,000 - $75,000. Actual pay offered may vary depending on skills, experience, job-related knowledge, and physical location. Final compensation will be established through the interview process in accordance with applicable pay equity and transparency laws.What You'll DoThis person will lead to ensure high levels of satisfaction among customers while maintaining consistency with company strategy, commitments, goals and core valuesEnsure team is meeting performance expectations by using analytics and metric reportingHandle difficult customer situations relating to account disputes, collections, and delinquent accountsProvide training and personnel developmentEnsure existing processes and documents are up to date, identify opportunities and seek enhancements and efficiencies to improve processesEnsure FDCPA guidelines and company policies regarding loan activity and customer contact are followedMaintain positive cross-departmental relationshipsMaintains proactive communication with management regarding updates, priorities, and potential challengesOther projects and duties as assignedWhat You'll Bring2-years previous call center experience required; 3-years preffered1-year prior supervisory or leadership experience requiredBasic knowledge of installment loans and various customer protection lawsExperience documenting customer issues in detailResponds quickly to priorities and follows through in a timely mannerPC skills including knowledge and use of MS Office (Excel, Word, Windows, etc.)CompetenciesDoes the right thing, takes action and embraces changeSelf-motivates, believes in accountability, focuses on results, makes plans and follows throughShares best practices, desires to keep learning, measures performance and adapts to improve resultsThrives on a team, stays positive, lives our valuesPhysical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*Up to 1/3 of time: standing, walking, lifting up to 25 poundsUp to 2/3 of time: sitting, kneeling, reaching, talking, hearingNOTE: This is not necessarily an exhaustive list of responsibilities, skills, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed.Total RewardsWe offer a comprehensive benefits package designed to support you and your family, including:Competitive payMedical, Dental and Vision PlansPaid HolidaysPTO: 80 hours front-loaded on day 1Short and Long-Term DisabilityPaid Life Insurance401(k) Retirement PlanEmployee Stock Purchase PlanLithia Learning CenterVehicle Purchase DiscountsWellness ProgramsAdditional information about our Total Rewards benefits can be reviewed on our careers site at totalrewards.lithiadriveway.comHigh School graduate or equivalent, 18 years or older required. We are a drug-free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.Reasonable accommodations may be made to enable individuals to perform the essential functions.