Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
Provide leadership, expertise, guidance, and operational support to Customer Service team, serving as a resource for escalations, policy interpretation, and problem resolution. Serve as a subject matter expert on customer service systems, policies, procedures, and business processes. Research, analyze, and resolve complex customer inquiries, complaints, escalations, and account-related issues. Process, review, and authorize customer account transactions, service requests, payments, adjustments, and exceptions within established authority levels. Support the achievement of departmental goals by ensuring accurate, complaint, and customer-focused service delivery. Collaborate with internal departments, vendors, business partners, courts, and external agencies to resolve issues and support operational objectives. Monitor workflows, service levels, case activity, and operational performance to ensure quality and productivity standards are met. Conduct quality reviews and provide coaching, feedback, training, mentoring, and development support to enhance employee performance. Maintain accurate records, documentation, inventory, financial controls, reconciliations, reporting, and audit requirements. Analyze operational data, identify trends, support process improvements, and participate in special projects and cross-functional initiatives. May be required to travel to and drive between customer service center locations as needed to support operational and business needs.