GM Financial Lease Customer Service Team Leader I in Arlington, Texas

The Lease Customer Service Team Leader I is responsible for the performance of the Lease Customer Service team and Lease Servicing department. The Lease Customer Service Team Leader I will provide leadership to 10-15 Lease Customer Service Representatives to ensure outstanding customer service is provided in an effective and efficient manner. The Team Leader is also responsible for enabling a positive work environment and development of team member job skills including career development. The Lease Customer Service Team Leader I has contact with other Company departments as well as external vendors and customers.

JOB DUTIES

  • Execute strategies and initiatives to optimize portfolio and center performance.

  • Support corporate initiatives and facilitate an understanding of business needs.

  • Ensure adherence to standardized platform and consistent processes.

  • Lead team in a manner that effectively maximizes business results and employee satisfaction.

  • Protect interest of company by ensuring actions of self and others are in compliance with policies and laws.

  • Ensure necessary steps are taken to correct or eliminate inappropriate behaviors or conduct.

  • Identify and address anything that takes away from a safe and healthy work environment.

  • Effectively use reward and recognition tools to drive business results.

  • Foster a cooperative environment and empower individuals by supporting an open forum for innovation, change and growth.

  • Utilize behavioral based coaching techniques to maximize individual and team productivity and performance.

  • Set clear expectations and facilitate understanding of the link between individual contributions and company performance.

  • Review performance of individuals and teams and provide coaching as appropriate.

  • Prioritize and multi-task to meet all deadlines, delegating as appropriate.

  • Communicate performance-related feedback and complete regular performance evaluations.

  • Take an active role in the career growth and development of others within assigned department.

  • Identify, retain and re-engage talent.

  • Ensure accountability in meeting department compliance and QA objectives.

  • Collaborate with peers and share best practices.

  • Develop effective internal and external business relationships.

  • Represent company in a professional manner within office and community.

OTHER IMPORTANT DUTIES

  • Complete special projects, as needed.

  • Perform other related duties, as needed.

REPORTING RELATIONSHIP

  • Reports to: AVP Lease Servicing

  • Direct Reports: Lease Customer Service Representatives

Knowledge

  • Knowledge of financial or banking services.

  • Must have a passion to provide outstanding Customer Service

Skills

  • Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict.

  • Proven ability to effectively lead through change.

  • Effective oral and written communication skills.

  • Demonstrated ability to link specific activities to desired results.

  • Proven interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization.

  • Ability to use appropriate analysis, judgment and logic when solving problems and making decisions

Experience

  • High school diploma or equivalent required.

  • College degree preferred.

  • Minimum 12-18 months tenure in a customer service environment or two years’ work related experience required.

  • Experience in back office accounting principles a plus.

  • Leadership courses and workshops will be considered an asset.

WORK CONDITIONS

  • Fast paced, ever-changing call center environment

  • Performance based environment

  • Schedule and hours may vary

Requisition ID: 2017-30126

External Company Name: GM Financial

External Company URL: www.gmfinancial.com