Client Service Manager

2 days left

Location
Bethesda, MD
Posted
Aug 29, 2021
Closes
Sep 28, 2021
Ref
215005144
Hours
Full Time
WHAT WE DO MATTERS:

Its not just a job . Its a mission . If youre as passionate as we are about empowering the small businesses of America, then youll be right at home with us.

Recognized as one of D.C.s Top Workplaces each year, Rapid Finance is the nation's leading provider of alternative financing solutions for small and mid-sized businesses. When traditional sources of funding are beyond reach, we open doors for business owners. By providing access to working capital, Rapid Finance helps growing businesses achieve their goals and reach even higher.

Our company is expanding. We are aggressively investing in our people and technology to create a best-in-class experience for our clients. Let us invest in YOU.

ABOUT THE ROLE AND OUR TEAM:

As a Client Service Manager (CSM) you will be accountable for managing the client experience and satisfaction operations to ensure achievement of service and efficiency goals by providing excellent support and account management to our merchants, partner and team members with daily transactions; allocating resources as necessary to achieve client responsiveness goals through inquiries via phone and email; reporting service metrics to leadership team; and proposing action plans to improve operating methods, efficiencies, and client service. You will be accountable for the overall service relationship while processing transactions accurately and resolving issues to streamline our internal funding process. This critical position listens to clients, identifies business process pains, and recognizes opportunities to provide the best possible solutions.

If you are ready, we have an awesome opportunity for you in our corporate office in Bethesda, MD , a couple city blocks from the Bethesda Metro .

OUR IDEAL CANDIDATE WILL HAVE A HIGH PERSONAL STANDARD OF EXCELLENCE, A DRIVE FOR RESULTS, AND A PROACTIVE, "CAN-DO" ATTITUDE AND WILL BE RESPONSIBLE FOR:
  • Guiding and providing efficient and timely scheduling, training and development, coaching, and performance management to high performing Client Services (CS) team in order to maintain team member morale and development and achieve service goals and metrics.
  • Assisting clients and CS team by serving as escalation point for complex and sensitive client services. Research, prioritize, and follow up on incoming issues and concerns. Determine appropriate course of action, referral, or response.
  • Effectively recruits hires, assigns work to, schedules, develops and evaluates staff
  • Improving service to external and internal customers through process re-engineering and team training.
  • Managing, owning and implementing new key initiatives and projects across the Client Service Department.
  • Maintaining and updating client information, fax or email account statements, review account activity, interact with banks and merchant credit card processors.
  • Working closely with our third party bank on account management for our clients.
  • Providing a bridge for smooth communication between internal departments; demonstrating leadership to maintain credibility, trust, and support.
  • Monitoring individual and departmental results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
  • Preparing technical performance reviews of all correspondence and overall performance annually for the customer service department.
  • Facilitating call monitoring and coaching sessions on a monthly basis to ensure quality of calls and a healthy pipeline.
  • Ensuring a best in class service every time.

SUCCESSFUL CLIENT SERVICE MANAGER CANDIDATES HAVE:
  • Undergraduate degree (BA/BS) or equivalent work experience
  • 3 years experience in an account management or customer success in a client-facing service or financial services industry; B2B is desired but not required
  • 2+ years experience in people management
  • Demonstrated success in leading/participating in fast-based and demanding environments- you relish adversity, overcoming obstacles, solving challenging problems and making improvements that positively impact the culture, team members, and the organization.
  • Strong communication skills and high EQ that makes you patient, tact, resilient, and equally effective in building consensus and de-escalating conflict.
  • Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized.
  • Strong quantitative and analytical skills with the capacity to independently build convincing, data-driven reports.
  • Proactive, confident and energetic attitude with the desire to lead a high-performing, fun-loving team.
  • Advanced Excel skills and proficiency in other MS Office products.

WHAT DO WE EXPECT OF YOU?

Consistent demonstration of the following competencies:

Time Management & Organization
  • Prioritizing integral responsibilities.
  • Finding a personal routine and workflow.
  • Following company standards for punctuality at all times.

Proactivity & Tenacity
  • Thinking ahead to predict issues before they occur. Taking initiative to ask questions.
  • Having the determination and persistence to achieve ones goals and push the company forward.

Clear & Open Communication
  • Interacting constructively internally and externally.
  • Being honest and empathetic when sharing perspectives.
  • Approaching conversations with the intent to teach/learn and improve.
  • Seeking regular feedback.

Value Embodiment
  • Acting as a role model for other team members.
  • Exhibiting Rapid values (empathy, integrity, builder-mentality, and focus on continuous improvement) in all aspects of work.
  • Being insistent on helping the company grow.

Critical Thinking & Problem Solving
  • Identifying problems and finding potential solutions independently.

As a CSM at Rapid, you are responsible for leading a CS team to:
  • Feel Inspired - by understanding what truly motivates them and supporting, teaching and coaching in a way that aligns with intrinsic motivations
  • Be productive - take the time for teaching moments, ensure regular 1-1s with meaningful discussions on productivity, how to create efficiencies in work and clarity of focus and/or necessary pivots to the work product that is most mission critical to the business
  • Have a sense of belonging - ensure team are included in matters that impact them, their voice is heard, they understand their importance within the team and help make connections with other teams
  • Feel uniquely valued - praise and recognition is given for a job well done, manager takes responsibility to help with career planning


WHAT YOU LOVE ABOUT US:

At Rapid Finance, we support our team members growth and desire to live well-rounded lives. Our company is expanding and we are aggressively investing in our people and technology to create a best-in-class experience for our clients. Come work with US! We are ranked a Top Workplace in Washington D.C., Detroit, and the Nation-these awards mean the world because it's based on feedback from our people!

We offer generous team benefits including a commuting/parking allowance, employer-matched 401(k), tuition reimbursement, health, dental, vision benefits, life insurance, paid time off, and more. Just steps from the metro, our beautiful new office includes a modern open floor plan, free on-site fitness center, a gaming area, stocked kitchen, and other cool amenities.

Rapid Finance is committed to a diverse workforce an Equal Opportunity/Affirmative Action Employer (M/F/Disability/Veterans). We will consider all applications without regard to race, gender, sexual orientation, gender identity, age, color, religion, national origin, veteran status, disability, genetic information or any other status protected by applicable law.

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