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.
