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Negotiations Manager

Company: Alleviate Financial Solutions
Location: Irvine
Posted on: November 25, 2022

Job Description:

*General Summary: *

_Develops and manages the quality, performance and productivity of the Finance & Legal Negotiation Department._

*Essential Duties: *

* Manages all positions in department; monitor staff job performance including telephone skills to ensure smooth and effective delivery of service to our clients
* Develops, updates, enhances and maintains department standards, policies and procedures
* Develops, implements, and improves processes through identification of operational changes that will have an impact on customer satisfaction
* Assists staff with complex customer service issues
* Resolve escalated and unresolved calls and email
* Monitors call queue and log in to maintain service level performance at all times
* Monitors and evaluate the quality of inbound and outbound telephone calls
* Coaches, trains, and develops subordinate staff. Assign work, set completion dates, review work, and manage performance in accordance with organizational policies, procedures, and performance management processes
* Provides high quality, personable, friendly and professional customer service to respond to member needs and concerns
* Problem solve situations and find solutions to meet client's needs
* Establish schedules for Direct Reports
* Daily monitoring of attendance and punctuality of the department, which includes reporting excessive absenteeism and tardiness to the Human Resources Department.
* Daily monitoring of Overtime hours for the department, which includes establishing limitations on Overtime hours, and addressing unapproved Overtime hours as they occur.
* Daily monitoring of time records for the department, to ensure missing punches and time cards errors are resolved.
* Daily monitoring of meal break compliance to ensure that hourly members of the department are taking meal breaks in compliance with Company policy (i.e., Meal breaks must be a minimum of 30 minutes in length, and taken by the 5th hour of work).
* Management of Paid Time Off (PTO) for members of the department, which includes approving/denying requests for PTO and communicating Unpaid Time Off to the Human Resources Department.
* Monitoring of performance for all members of the department, which includes conducting progressive disciplinary action when appropriate, establishing performance improvement plans, documenting conversations regarding performance matters, and conducting 90-day and annual performance evaluations per Company policy.

Other Responsibilities:

* Refer unresolved customer grievances to designated person for further assistance
* Stay up to date with any changes made to client's accounts
* Continuously improve through feedback
* Attend training and department meetings
* Other duties as assigned

*Job Specifications: *_(Basis knowledge, skills, abilities and experience normally required for an office environment)_

Knowledge and Experience

* BA/BS or equivalent work experience in Business Analysis
* Minimum of two years of management/analyst experience with at least five years in a Call/Contact Center environment, or experience leading a customer-focused team within a fast-paced growing environment

Skills and Abilities

* Bilingual English/Spanish is a PLUS
* Strong understanding of call center and customer service metrics
* Phone system: CRM preferred
* Problem Solving Skills
* Time Management and Multitasking
* Ability to coach, train, and motivate employees and evaluate their performance
* Must work well in a dynamic, fast-paced work environment, and good at dealing with constant change
* Knowledgeable of MS Office: word, excel, outlook

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

* 401(k)
* Dental insurance
* Employee assistance program
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
* 8 hour shift
* Monday to Friday
* Overtime
Supplemental pay types:
* Bonus pay
* Commission pay

Ability to commute/relocate:
* Irvine, CA 92614: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):
* Have you ever led in a mentorship role?

Work Location: Hybrid remote in Irvine, CA 92614%58047475%

Keywords: Alleviate Financial Solutions, Irvine , Negotiations Manager, Executive , Irvine, California

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