Lead a team of 18 agents in their daily basis. - Ensure that agents handle their incoming calls/emails professionally.- Handle overall inquiries via SLACK. - Handle escalated customer issues via Zendesk.- Provide direction and guidance to guarantee consistent achievement of key performance indicators (KPI) as established by the campaign. - Review customer feedback provided through DSAT scrubbing on a daily basis, providing feedback to the representative.- Achieve, measure, report, and communicate monthly goal attainment for assigned team. - Consistently achieve goals for number of call monitoring per week and scores for assigned team of customer service agents, provide weekly feedback during 1-on-1 sessions. - Coach, mentor and develop agent team for skills expansion and promotional opportunities. - Handle the team members Kronos timecard, vacation requests, medical exceptions as necessary in order to guarantee correct disbursement of funds for the agents on their payday. - Perform other duties as assigned.

- Respond to all incoming issues/inquiries via email, chat and phone achieving a one contact resolution.- Achieve monthly KPI as established by the campaign.- Identify areas of opportunity to further improve the KB of the campaign.- Properly escalate all issues to the correct department as needed.- Handle all interactions via Salesforce, Zendesk, and/or SLACK with professionalism.- Assist incoming team members during their training period.- Perform other duties as assigned.

- Manage customer support via phone calls and email providing follow up for customers request to be completed by the end of the day. - Research and validate information in our database, complete employment, financial information via three way calls with banking institution and/or employer. - Provide general information about the company and services to customers. Identify and assign the correct departments to address customer calls or set up callbacks if unavailable. - Demonstrate problem solving and curiosity dealing with our customers and your colleagues - Use professional collection skills and techniques to identify customer reasons for delinquent account status. - Analyze and monitor delinquent account balances, including effective overdue control and follow-up program for all customer accounts that are late, overdue, potentially overdue, or potential written-off. - Maintain accurate and detailed customer contact notes following established standard repeatable processes. - Recommends accounts for approval on compromise settlements, partial payments, time extensions and fraud detection. - Recommends accounts for 3rd party collection through outside agencies or legal placement. - Perform other tasks as assigned.

- Respond to incoming issues by appropriately answering calls and chats, listening to requests, and escalating issues as needed for the purpose of immediate customer satisfaction.- Managing their accounts and subscription requests.- Provide accurate information, handling billing issues, unauthorized charges, among others.- Perform other duties and assignments as assigned and required by management.- Manage word processing and data input.- Strive to meet and exceed metrics while providing excellent customer service.- Drive customer satisfaction through voice, and/or email communications.- Multitask and navigate through multiple digital systems.

- In charge of analyzing the data from the incoming/outgoing calls. - Review processes and soft skills are aligned to QA Guidelines as provided at the beginning of their training.- Prepare weekly and monthly reports to bring forth to the Client in regards of the KPIs and what actions are to be taken in order to improve the agents performance and overall campaigns goals.- Provide feedback to the agents when critical flagged emails have been sent out to their coaches/supervisors/mentors.- Meet the weekly goals per agents audited to be delivered for review to the Operation Manager.- Provide weekly refreshers in regards of most impacted behaviors.- Prepare a QA Weekly Newsletter per assigned campaign.- Maintain communication with the Reporting Analyst to assure reports meet client criteria and information in accurate to what's being received.