Reprise Financial · 1 day ago
Customer Solutions Lead
United States
Full-time
Remote
Entry, Mid Level
$49K/yr - $56K/yr
2+ years expReprise Financial is on a mission to simplify the financial journey for customers by providing accessible and transparent personal loans. The Customer Solutions Team Lead is responsible for managing a hybrid team that delivers exceptional support to customers, ensuring timely and empathetic assistance while driving operational excellence.
Financial Services
Responsibilities
Lead, coach, and mentor a team of Customer Solutions Specialists to deliver exceptional service and meet performance goals
Foster a positive, collaborative team culture focused on accountability, empathy, and continuous improvement
Conduct regular team meetings, training sessions, and one-on-one coaching to enhance skills and engagement
Monitor daily workflows and ensure timely resolution of customer inquiries, emails, and escalations
Allocate resources effectively to manage workload and maintain service-level agreements (SLAs)
Track team performance metrics, identify trends, and implement strategies to improve efficiency and quality
Serve as the primary point of contact for complex or high-priority customer issues, ensuring swift and satisfactory resolution
Champion the voice of the customer by analyzing feedback and collaborating with internal teams to drive process improvements
Conduct audits of processes and interactions to ensure compliance and drive continuous improvements
Partner with Operations, Compliance, IT, and Loan Accounting teams to resolve systemic issues and enhance customer experience
Participate in strategic initiatives aimed at improving processes, reducing complaints, and increasing customer satisfaction
Collaborate on complaint management strategies and maintain a strong understanding of fraud and identity theft policies to ensure proper handling and prevention
Prepare and present performance reports, insights, and recommendations to leadership
Identify opportunities for automation, training, and process optimization to elevate team performance and customer outcomes
Qualification
Required
2–4 years in customer service, complaints management, or escalations within highly regulated consumer financial services or banking environments, including experience leading or coaching teams
Associate degree or equivalent experience required
Strong understanding of federal and state consumer finance and banking regulations; experience with complaint management processes and a solid understanding of fraud and identity theft policies
Skilled in complaint management systems and related software; advanced proficiency in Microsoft Office Suite (Excel, Word, Outlook)
Exceptional verbal and written communication skills, with the ability to convey complex information clearly and professionally
Demonstrated ability to analyze issues, identify root causes, and implement effective solutions under pressure
Strong interpersonal skills with the ability to empathize, build rapport, and advocate for customers while balancing business needs
Superior ability to prioritize, multitask, and manage competing deadlines in a fast-paced environment
Thrives in dynamic environments, adjusting quickly to changing priorities and evolving business needs
Ability to challenge ideas constructively, escalate concerns appropriately, and contribute to process improvements
Preferred
bachelor's degree preferred
Benefits
Variable annual bonus based on both company and individual performance
Company
Reprise Financial
At Reprise Financial, it’s our goal to give our customers a simple and reliable way to take back their finances and get the funds they need for life’s unexpected events, emergencies, bill consolidation, home improvement and much more.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Kevin Kleibrink
Chief Technology Officer
Ravi Mittal
Chief Financial Officer
Company data provided by crunchbase