Team Leader, Client Success - Pomona - LERETA

    LERETA
    LERETA Pomona

    1 day ago

    Description

    Team Leader, Client Success

    Oversees the Client Success Management Team (CSM) ensuring effective tracking, reporting, Salesforce updates and management of client relationships. This role is responsible for service performance, client engagement, satisfaction and retention. The Team Leader serves as the first point of contact for the CSMs on troubleshooting client concerns, collaborating with the Operations Team to resolve service issues and participating in client meetings and escalations to Management as needed.

    Key Responsibilities

    • Ensure the CSM team meets monthly, quarterly, and annual goals.
    • Oversee customer contact, progress tracking, and completion of tasks.
    • Monitor past due accounts receivable and accounting recap/forecast reports, identifying trends and variances.
    • Track visits to top clients and promote customer retention through exceptional service.
    • Provide timely assistance to customer inquiries and when necessary, escalates issues.
    • Maintain regular personal contact with assigned customers.
    • Provide guidance and support to the CSMs to ensure client inquiries are handled promptly and professionally.
    • Host bi?weekly team huddles.
    • Conduct bi?monthly one?on?one meetings with CSMs.
    • Ensure understanding of LERETAs most current services and capabilities.
    • Possess and maintain an in?depth knowledge of LERETAs services, functionalities and capabilities.
    • Ensure clients receive maximum benefit aligned with their business needs and SLAs.
    • Conduct client training as needed.

    Identify and Assess Client Needs

    • Identify and assess client needs and pursue solutions and services that align with those needs.
    • Document action steps and coordinate with appropriate internal teams.

    Professional Representation

    • Represent LERETA professionally within the lending community.
    • Build relationships to support business development and identify service enhancement opportunities, furthering the companys business development objectives.
    • Identify opportunities for the enhancement of its services.

    Market Needs

    • Identify and recommend solutions for market needs, collaborating with Sales, IT, and Operations as appropriate.
    • Perform other duties as assigned based on the needs of the department.

    Core Competencies

    • Responsiveness and resourcefulness in supporting CSM staff.
    • Strong planning, organization, and delegation skills; inspirational leadership and team management.
    • Commitment to extraordinary customer service with an emphasis on compassion and understanding of the clients needs and expectations.
    • Ability to anticipate and respond to customer needs.
    • Exemplary relationship building and professional communication skills.
    • Exhibit strength in personal interactions with internal and external partners that fosters confidence, trust, and respect.
    • Ability to effectively and clearly communicate orally, in writing, via telephone, and in person.
    • Superior skills including diplomacy, tact, appropriate levels of emotion, active listening, and patience.
    • Ability to be highly organized while managing and prioritizing multiple tasks.

    Required Education and Experience

    • High School diploma or equivalent.
    • Four years of related experience.

    Preferred Education and Experience

    • Minimum of 2 years previous account manager experience in the Real Estate Tax & Flood Service industry.
    • Loan servicing experience.

    Salary range: $100,000 - $135,000.

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