Head of Servicing

With our exploding growth in financial services and consumer lending, we are adding a Head of Servicing leader to our team. The Head of Servicing will be charged with building and leading the customer care and collections capabilities for ClearGage’s point-of-sale consumer lending and merchant processing programs, encompassing support for both our merchant partners and for consumers. The Head of Servicing’s objective will be to develop and execute a scalable servicing strategy with a clear plan for the people, processes and technologies required.

Responsibilities:

• Lead the teams dedicated to providing frontline customer support to merchants and consumer.
• Owns the roadmap for servicing related technology platforms, including the loan servicing system, agent CRM, and communications solutions.
• Develop procedures and policies to ensure workflow efficiency and effectiveness, adherence to regulatory guidelines, and high-quality customer experiences.
• Deliver and promote a multi-channel approach to self-service, streamlined customer journeys, and efficient workflows for frontline associates.
• Identify and define the essential KPI’s to define success and track progress, developing a robust ability to measure both operational activity and outcomes.
• Implement dynamic recruiting and training programs to ensure talent availability and appropriate skillsets.
• Develop and motivate staff by setting goals and recognition structures to retain top talent and manage performance.
• Cultivate a dynamic, empowered culture of excellence.
• Develop and maintain operation budgets and workforce staffing plans.
• Day-to-day oversight of the collections strategy and operations call center.
• Lead third party recovery collections, including agency management and placement logistics.
• Work closely with Risk, Compliance, Legal, Product, and Engineering to identify platform improvements, create detailed requirements, and operationalize technologies.
• Create and manage back-office support and research functions as needed.

Education, Experience, and Skills You’ll Need:

• A Bachelor’s degree is required, and an advanced degree is desirable.
• 12+ years’ experience in consumer financial services in areas such as contact center, collections, customer experience, or product.
• 5+ years’ experience in collections operations and strategy.
• Experience in point-of-sale financing and/or sub-prime lending is required.
• You have demonstrated the ability to build organizations and capabilities.
• Possess deep subject matter expertise in loan servicing systems and call center technologies.
• Extensive understanding of the regulatory environment around consumer lending and payments industry.
• Well versed in digital and multichannel consumer engagement strategies and technologies.
• Broad knowledge of collections strategy and operations including applicable regulations.
• Willing to roll up your sleeves and get hard work done.
• Proactive in testing assumptions and proposing changes to existing structures and policies.
• You genuinely enjoy managing and developing people and have demonstrated you know how to lead and inspire a frontline production team.
• Strongly oriented toward making use of metrics and data to drive decision-making.
• Experience with process engineering and root cause analysis.
• Strong set of skills with the Microsoft Office suite.
• Technical expertise for financial modelling and data analysis expertise (i.e. using Excel, SQL, etc.)

Merchant Support Specialist

About the job:

We are looking for a Merchant Support Specialist to join our on-site Call Center Operations team! As a Merchant Support Specialist, you will provide clients with the personal attention required to build a positive business relationship. You will be a dedicated resource for assigned accounts and expected to cultivate and maintain an open line of communication with your assigned contacts. This role will require you to address the ongoing service and business needs of the clients as well as looking for ways to increase profitability and upsell new products and services. This position is 1pm-10pm to support West Coast clients; days off are Wednesdays and Sundays.

Responsibilities:

• Maximize revenue by informing clients of ClearGage products and services available for purchase as add-ons to existing agreements.
• Answer inbound calls from clients to provide assistance and answer questions regarding billing, financing, and loan agreements
• Reviews Reports with clients to ensure proper comprehension of data
• Use email effectively and efficiently to communicate with merchants regarding their account
• Advises merchants about consumer disputes and ensure they are reviewing the information provided.
• Achieve and maintain a performance standard including but not limited to call handling, call quality and customer satisfaction.
• Employ a high level of interpersonal and communication skills to move beyond customer’s frustrations and solve customer’s problem.
• Log all inbound and outbound calls fully and accurately.
• Search and retrieve data from various databases.
• Follow all established processes and procedures for all merchant interactions
• Prepare and distribute excel reports as required
• Participate in training activities to maintain currency, and to broaden product knowledge.
• Other tasks may be identified from time to time.

Requirements:

• 3+ years of previous experience in customer service & customer support with a proactive approach to customer satisfaction, preferably in a Software, Healthcare, Insurance Carrier, Doctor’s Office, Medical Field, or another related environment.
• Ability to work well within a team in a fast-paced, constantly changing environment; yet consistently follow protocol and instructions from supervisors and senior colleagues.
• Dependable and able to consistently be at work during assigned shifts and to complete work as expected.
• Ability to multitask and meet specific goals set by supervisors and management.
• Able to answer calls from customers in a professional and courteous manner to effectively interpret and address their needs.
• Able to organize, prioritize and complete tasks in a timely and effective manner and complete work to meet deadlines.
• Fintech or loan servicing experience preferred
• Excellent verbal and written communication skills including the ability to write clearly
• Must have solid computer skills using Microsoft Word, Excel, Outlook, and Windows
• Experience using Salesforce or other CRM software preferred
• High school diploma or equivalent; AA degree preferred.

Full-time, onsite position in Tampa, FL

$18-18.50/ hour

ClearGage offers 401k matching as well as dental, life, medical and vision insurance

Consumer Services Specialist

About the job:

We have an opening for a Consumer Services Specialist to join our rapidly growing team! The Consumer Services Specialist will assist and guide ClearGage software users on how to resolve their consumer disputes through the software. This role will review consumer disputes, & grievances with our merchants. They will work to ensure all parties involved have a clear, documented resolution in order to maintain consumer compliance within the established agreement. This position is from 11am-8pm, Monday – Friday to serve our Midwest and Pacific Coast clientele.

Responsibilities:

• Make outbound calls to patients to resolve disputes, gather follow up documentation or provide next steps on the dispute process.
• Use email effectively and efficiently to communicate with patients/consumers
• Achieve and maintain a performance standard including but not limited to call handling, call quality and customer satisfaction.
• Schedule recurring meeting with merchants to review consumer disputes
• Employ a high level of interpersonal and communication skills to move beyond patient/consumers frustrations and solve customer’s problem.
• Log all inbound and outbound calls fully and accurately.
• Follow all established processes and procedures for all interactions.
• Search and retrieve data from various databases.
• Prepare and distribute excel reports as required
• Participate in training activities to maintain currency, and to broaden product knowledge.
• Entering patient accounts into our 3rd party vendors system for hard collections process
• Other tasks as may be identified from time to time.

Requirements:

• Previous financial services or medical, healthcare, and/or insurance experience required
• Previous experience with dispute resolution
• Previous experience with transaction processing and recurring payment plans preferred
• Must have solid computer experience using Microsoft Word, Excel, Outlook, and Windows
• Previous experience in customer service or customer support with a proactive approach to customer satisfaction, preferably in a Software, Healthcare, Insurance Carrier, Doctors Office/Medical Fields, or related environment
• Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from supervisors and senior colleagues.
• Outstanding customer service skills and a dedication to the customer service experience; high level of empathy and compassion
• Maintains a thorough working knowledge of procedures for all dispute-related processes and systems.
• Ability to work independently to prioritize & multitask to meet specific goals set by management.
• Able to answer calls from customers in a professional and courteous manner to effectively interpret and address their needs
• Excellent verbal and written communication skills including the ability to write clearly
• Effectively able to use email in a professional and courteous manner to provide product information or respond to customer questions
• Able to gather, analyze and troubleshoot customer disputes & utilize company resources to resolve issues
• Experience using Salesforce or other CRM software preferred
• Bilingual (Spanish) preferred but not required.

Full-time, onsite position in Tampa, FL

$17.50/ hour

ClearGage offers 401k matching as well as dental, life, medical and vision insurance