Genesis Financial Solutions, Inc. Unit Manager - Customer Service (Bilingual) in Beaverton, Oregon

Join the nation’s leader in second-look financing as our Unit Manager – Customer Service (Bilingual)!

Summary

Supervises an inbound call unit. Responsible for motivating department in a manner consistent with GFS Values. Train and coach team members to provide a high standard of customer service, while achieving both production and quality standards. Prepare and conduct employee monthly performance evaluations. Responsible to ensure GFS and regulatory standards are met.

Come work for us and enjoy the following perks:

  • Competitive benefits package

  • 401K participation on the 1st day of the month after completing 90 days of employment

  • 4% matching

  • Employer contribution vests immediately

  • Free lunch “Super Wednesday” on the 1st Wednesday of every month

  • Food Truck Thursdays

  • Massage Clinics on the 3rd Wednesday of every month

  • Free parking

As our Unit Manager – Customer Service (Bilingual) you will:

  • Monitor telephone calls and provide call coaching.

  • Update Complaint Log as outlined by policy.

  • Ensure strict compliance with all regulatory standards.

  • Assist Management team in implementing new policies and/or procedures.

  • Revise and implement new procedures.

  • Create or edit procedures as instructed by compliance manager.

  • Resolve customer disputes.

  • Review employee work and maintain productivity statistics.

  • Other duties as assigned.

These duties must be performed with or without reasonable accommodation.

Accountability:

The incumbent is directly accountable for ensuring staff provides a high level of service to consumers by providing timely and accurate information as requested and meeting quality standards.

To ensure a high level of accuracy and quality, call monitoring and account auditing is conducted regularly by Unit Managers and Quality Representatives. Feedback is provided on Monthly Evaluations acknowledging area’s exceeding expectations and giving direction in areas of focus.

Requirements:

  • Must be fluent in English and Spanish (read, write, speak).

  • Working knowledge of all applicable regulatory standards.

  • Excellent written and oral communication skills with the ability to communicate effectively with all levels of management and staff.

  • Flexibility to adapt well to change.

  • Excellent decision making and problem solving skills.

  • Must maintain a high level of professionalism and confidentiality at all times, in all situations.

  • Ability to work independently with little direct supervision.

  • Proficient in MS Word and Excel.

  • Ability to work various shifts.

Preferred Qualifications:

  • Minimum 2 years call center experience required, leadership experience preferred.

About Genesis

Genesis Financial Solutions is the nation’s leading and largest provider of private label credit programs for non-prime consumers. The company originates private label credit cards through point-of-sale partnerships with retailers and health care providers. In addition, we have a fast-growing direct-to-consumer business, originating non-prime MasterCard accounts. Both products provide underserved consumers access to the financing they need to pursue their life goals.

We attribute our leading position in the industry to a strong focus on providing outstanding service to both retail partners and end consumers. We pride ourselves on offering the same credit experience that prime customers receive. Sophisticated analytics, high-quality execution, strict adherence to regulatory and compliance requirements and an unmatched expertise in risk management all make this possible.

Genesis Financial Solutions is an equal opportunity employer (EEO).

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Requirements:

  • Must be fluent in English and Spanish (read, write, speak).

  • Working knowledge of all applicable regulatory standards.

  • Excellent written and oral communication skills with the ability to communicate effectively with all levels of management and staff.

  • Flexibility to adapt well to change.

  • Excellent decision making and problem solving skills.

  • Must maintain a high level of professionalism and confidentiality at all times, in all situations.

  • Ability to work independently with little direct supervision.

  • Proficient in MS Word and Excel.

  • Ability to work various shifts.

Preferred Qualifications:

  • Minimum 2 years call center experience required, leadership experience preferred.

About Genesis

Genesis Financial Solutions is the nation’s leading and largest provider of private label credit programs for non-prime consumers. The company originates private label credit cards through point-of-sale partnerships with retailers and health care providers. In addition, we have a fast-growing direct-to-consumer business, originating non-prime MasterCard accounts. Both products provide underserved consumers access to the financing they need to pursue their life goals.

We attribute our leading position in the industry to a strong focus on providing outstanding service to both retail partners and end consumers. We pride ourselves on offering the same credit experience that prime customers receive. Sophisticated analytics, high-quality execution, strict adherence to regulatory and compliance requirements and an unmatched expertise in risk management all make this possible.

Genesis Financial Solutions is an equal opportunity employer (EEO).

IND1