Manager, Client Accounts

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Position Title:  Manager, Client Accounts
Reports to: National Director, Client Liaison

Position Summary
The Manager of Client Accounts  provides leadership, guidance, and delivers developmental training to support Client Account Representative Supervisors, Team Leads and Client Account Representatives, while ensuring adherence to each Clients standard operating procedures. Additionally, the Manager Client Account Representative will be responsible for maintaining an open line of communication with the Clients, and acts as a pro-active business partner to the Clients.

Expectations and Outcomes

-Reinforces Customer Service = Resolution as it applies to internal and external customers, resulting in meeting or exceeding customers expectations.
-Provides leadership and guidance, coaches, trains, develops and holds accountable departmental staff, resulting in well-trained, reliable, customer service-oriented department employees.
-Acts as a pro-active business partner to Clients, notifies Clients of trends and provides analysis of information, and recommends solutions to business problems.
-Directs staff in how to solve loan level issues to ensure timely and effective resolution to ensure continued customer satisfaction that cannot be resolved by on-site supervisors.
-Oversees day-to-day activities of Client Account Representatives, directly or indirectly.
-Leads Client staff-to-staff calls to ensure client needs are being met, prepares meeting notes and ensure follow up occurs.
-Continually reviews staffing and work volume to ensure sufficient staffing needs are met in order to ensure timely, effective and quality delivery of service.
-Develops and refines productivity and quality standards to ensure business needs and quality customer service requirements are met.
-Provides timely and effective performance feedback to staff to ensure employees know, understand and adhere to department and company expectation requirements.
-Develops, reviews, refines and ensures documentation of processes to ensure work is completed in most efficient, cost effective way while maintaining expected level of quality.
-All other duties as assigned.

Position Requirements

-Demonstrated understanding of what customer service means and how it applies to Safeguard Properties.
-Proven focus on continuous process improvement and error/defect/expense reduction
-Proven problem-solving and analytical abilities
-Proven ability to train, coach and develop employees
-Effective verbal and written communication skills
-Proven management and leadership abilities
-Proficiency in spreadsheet, database and department- specific software systems
-Proven vendor management skills
-Effective follow-up and organizational abilities
-Proven ability to work effectively in a dynamic, ever changing environment
-2-5 years proven supervisory experience
-Bachelors degree in business or related disciplines required

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