Stellantis Financial Services US · 20 hours ago
Team Manager, Customer Experience Team
Dallas, TX
Full-time
Hybrid
Mid, Senior Level
3+ years expStellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers. The CET Team Manager will oversee the Customer Experience Team, ensuring efficient handling of customer complaints and inquiries while monitoring performance metrics and implementing improvements.
AccountingFinanceLeasing
No H1B
U.S. Citizen Only
Responsibilities
Oversee CET groups by monitoring daily production/performance statistics and trends and address any backlog or workflow issues with employees
Mitigate complaint volumes through all complaint channels and assign complaint work to CET specialists to ensure efficient research, resolution and response is provided to customers within expected response times
Work with the CET Manager to compile monthly production reports, performance reports, phone statistics, queue reviews, and vintage reporting. Utilize the reports and updates to establish efficiencies, set goals, improve workflow, establish procedural changes, and manage volume
Ensure all high-risk complaints are acknowledged and responded to with accurate resolution within the escalated time frames
Communicate with subject matter experts for resolution based on severity, risk, or type, and subsequently evaluate, acknowledge, investigate, escalate, as needed, to provide the best resolution
Assist in analyzing and resolving cross-functional and third-party issues to the satisfaction of all parties involved. Cultivate relationships with other departments, dealers, attorneys, customers and other internal and external contacts to facilitate problem-solving and resolution
Partner with Compliance department and leadership to determine distribution of high-risk complaints and perform necessary and immediate research for resolution as requested
Ensure CET Specialists are critically evaluating complaints for root cause analysis to identify business improvements…. many of which are complex operation and compliance issues
Coordinates meetings with business lines to discuss root cause analysis findings on complaints and provide corrective action plans for business improvement
Achieves expected scores on Quality Assurance phone monitors, as well as written quality audits
Qualification
Required
Two (2) years minimum of managerial or leadership experience
Three (3) years minimum of center/customer service/Complaint Handling-related experience
Proven experience in handling customer inquiries, complaints, and escalations effectively
High school diploma/GED, or equivalent
Effectively leads teams by setting clear goals, inspiring collaboration, and driving accountability to achieve results
Excellent skills with using MS Office Suite applications, such as Excel, Word, Outlook and PowerPoint
Exceptional verbal and written communication, and interpersonal skills
High level of attention to detail, organizational skills, and ability to multitask effectively
Must be able to maintain a high level of integrity, confidentiality and professionalism
Ability to understand, adhere and interpret company policies, procedures, and regulatory compliance guidelines
Ability to read and interpret documents and apply common sense understanding to carry out instructions
Demonstrates strong analytical skills in identifying root causes of issues and developing effective solutions to prevent recurrence
Overtime required – required on an as needed basis
Travel 0-10% - as required on an as needed basis. This is a hybrid, in office position
Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX
Preferred
Prior experience working within or alongside Compliance teams, with a strong understanding of regulatory standards and risk mitigation practices
Knowledge of customer relationship management (CRM) systems and other relevant software is a plus!
Company
Stellantis Financial Services US
Stellantis Financial Services provides new and used auto financing for Stellantis’ premier brands: Chrysler, Dodge, Jeep®, Ram, Mopar, SRT, FIAT®, and ALFA ROMEO.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Alberto Grippo
Deputy CEO, COO Commercial Lending
Bennie Duck
Executive Vice President and Chief Financial Officer
Company data provided by crunchbase