Job Title: Customer Care Manager

Location: Minneapolis, Minnesota

About Us: We are revolutionizing the fintech industry with innovative solutions that empower our customers and enhance their financial well-being. As we expand rapidly, we are seeking a dynamic Customer Care Manager to lead our collections efforts and elevate our customer support experience.

Job Summary: The Customer Care Manager will play a critical role in shaping our customer relationships and ensuring timely collections while providing exceptional support. You will develop and implement effective strategies for collections, foster positive customer interactions, and lead a team dedicated to achieving high customer satisfaction. This position requires a blend of analytical skills, leadership capabilities, and a customer-centric approach.

Key Responsibilities:

Develop and execute collection strategies to minimize overdue accounts and optimize cash flow.
Analyze collection data and trends to identify opportunities for improvement.
Collaborate with finance and accounting teams to reconcile accounts and resolve discrepancies.
Lead and mentor a team of Customer Service Representatives to provide exceptional support and service.
Establish performance metrics and conduct regular training to enhance team skills and product knowledge.
Address escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
Identify and implement best practices for collections and customer service processes.
Streamline workflows and utilize technology to enhance operational efficiency.
Monitor and report on key performance indicators (KPIs) related to collections and customer care.
Work closely with sales, marketing, and product teams to understand customer needs and ensure alignment in messaging and support.
Participate in cross-functional meetings to provide insights on customer feedback and trends.
Ensure compliance with relevant laws and regulations governing collections and customer interactions.
Identify and mitigate risks associated with collections processes and customer data security.

Qualifications:

Bachelor’s degree in Business, Finance, or a related field; advanced degree preferred.
5+ years of experience in collections and customer service, preferably in a fintech, financial services, lending, or startup environment.
Proven leadership skills with a track record of managing and developing teams.
Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills.
Proficiency in CRM and collections software; familiarity with data analytics tools is a plus.

Why Join Us?

Be part of a fast-paced, innovative startup environment with ample growth opportunities.
Collaborate with a talented team passionate about transforming the fintech landscape.
Enjoy competitive compensation, benefits, and a flexible work environment.

Sky Limit Systems

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