Supervisor, Client

Client Experience Supervisor

The Client Experience Supervisor will lead the Client Experience team by providing coaching, guidance, and support through positive communication to employees. This individual will operate with a high sense of urgency and will deliver accurate and informative results in client management and team leadership. Will ensure daily required workloads are completed and department standards are met. Will conduct in-depth research to identify any missed opportunities, as well as provide service and issue resolution to escalated clients, implement departmental initiatives, and represent the team to internal and external personnel.

This position supervises 10 or more employees.

Leadership & Development (50%)

• Develop, empower, and coach employees to think creatively, work independently and perform to their maximum potential as a highly efficient and effective Client Experience Consultant
• Supervise 10 or more employees and ensure that performance and quality standards are met; assign and delegate workflow to achieve department goals
• Interview, hire, coach, evaluate, discipline, and terminate employees according to Human Resources guidelines
• Monitor and maintain all Allied Solutions Human Resource responsibilities pertinent to this department (Annual Performance Reviews, PTO/flex requests, timecards, etc.)
• Organize and conduct one on one meetings to inform employees about changes, new procedures, or problems pertaining to their areas of responsibilities
• Establish goals, action plans, and timelines for team development and quality improvement
• Assess employee performance in client servicing and provide ongoing constructive feedback and coaching for improvement
• Serve as a role model to team and other departments within the organization; lead by example and promote positivity
• Provide additional one on one trainings as needed to team while also providing additional training support to other departments

Issue Resolution & Client Servicing (30%)

• Manage the resolution of escalated issues through the coordination and collaboration of cross-functional teams while communicating high risk impact findings
• Will proactively escalate to management those issues that are not meeting the SLAs for resolution and correction to ensure organizational escalation and attention were warranted
• Lead client servicing calls and/or provide support during scheduled calls
• Provide corrective action plan for clients and internal teams to ensure issue resolution and improve the client experience; implement processes to prevent future client escalations which includes but is not limited to continuous collaboration with the Operational Risk department, Account Management, Implementation, CPI Underwriting, claims, field staff, accounting, quality assurance.
• Prepare and distribute communication to client and stakeholders; ensure follow up and remediation is completed; self-manage timely responses
• Train and educate clients in best practices and product nuances
• Effectively and professionally present information to clients and internal staff; ability to handle high level, critical situations
• Document client trends, impacts, and make recommendations for operational performance based on client needs
• Coordinate the involvement of internal teams to ensure client expectations are met and service standards are adhered to; develop strong internal relationships with cross functional teams
• Anticipate client servicing needs and take steps to resolve issues before they occur
• Capture data from clients to effectively measure and monitor the client experience

Statistical Analysis/Operational Efficiencies/Data Analysis (20%)

• Represent Client Experience team on internal and external calls to present departmental information; be assertive and respectful in presenting new ideas and process improvements
• Analyze, direct, and implement solutions for the continued development and success of the department and company; ensure success with consistent measuring and monitoring of data
• Review and analyze lender level indicators for overall awareness and issue prevention; provide strategic guidance to optimize product performance
• Review…