Deb Jacobs Email & Phone Number

Cedar Falls, Iowa, United States

Perform supervisory responsibilities in according with CBE's policies and proceduresMonitor performance of the Client Services team by providing feedback and suggestions for improvementHandle all performance related issues with the Client Services teamInterview qualified candidates and make hiring decisionsApprove all help tickets and monitor their completionReceive calls from potential clients and determine if a contract should be sent or refer them to another collectionagencyWork closely with auditors whether on-site or remote - prepare for the audits by gathering the required information and respond to the audits when the results are presented to CBESet up WebVision users and reset passwords when requestedAttend and participate in Implementation meetingsAnswer client/account questions from other support departmentsEnsure all processes are documented, up-to-date and running smoothlyMake Operations aware of any client changes that would affect their collection effortsComplete annual performance evaluations

Maintain close contact and manage relationships with all major clients (excluding Federal clients)Provide leadership and vision to the Client Services team to ensure we are delivering "World Class" customer serviceto our major clientsEstablish short and long term strategic and tactical goals: plan, review and approve budget and staffing needs toaccomplish objectivesResolve major or critical client service issues as needed and report them to the senior management teamWork towards increasing market share with our major clientsFocus on keeping client retention at 100% with our major clientsPerform supervisory and a managerial responsibilities in according with CBE's policies and proceduresMonitor performance of the Client Services team by providing feedback and suggestions for improvementHandle all performance related issues with the Client Services teamInterview qualified candidates and make hiring decisionsWork closely with auditors whether on-site or remote - prepare for the audits by gathering the required information and respond to the audits when the results are presented to CBEAnswer client/account questions from other support departmentsEnsure all processes are documented, up-to-date and running smoothlyMake Operations aware of any client changes that would affect their collection effortsComplete annual performance evaluations