Exceptional Customer Experience Lead
1 day ago
The Lead Customer Experience Manager will oversee a team of specialists to deliver exceptional customer experiences, handle escalations and ensure alignment with internal policies.
Key Responsibilities:- Handle customer escalations and concerns effectively via inbound/outbound calls, live chat, email and text.
- Provide exceptional customer service ensuring the customer feels heard, valued and respected.
- Resolve issues efficiently by offering corrective solutions and delivering accurate information.
- Serve as the final point of contact for high-risk or sensitive customer cases.
- Oversee cases involving credit holds, overdue accounts, disputes and delinquencies.
- Collaborate with relevant teams to assess and resolve credit-related concerns.
- Ensure all actions align with internal policies.
- Work closely with compliance teams on bankruptcy-related cases.
- Maintain detailed records of customer interactions, escalation cases and resolution outcomes.
- Prepare and deliver reports on escalations, credit issues and performance metrics.
- Coordinate with internal teams to ensure efficient case management and closure.
- Train and support a team in resolving complex customer issues.
- Identify process gaps and implement improvements to enhance team effectiveness.
- Track team KPIs, ensuring alignment with departmental goals.
We are revolutionizing financial access for Canadians providing smart credit-building, mortgage and lending solutions.
We help millions explore their financing options with ease—online, via text or over the phone. Our dynamic team thrives on collaboration, growth and making a real impact.
If you're ambitious, driven and ready to grow your career, we invite you to join us.
To learn more about our products visit www.springfinancial.ca.
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