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Customer Service Manager

Team: NALU Support
Department: Operations
Location: Remote
Commitment: Full-time
Summary
Are you ready to join a growing team that puts a premium on productivity and has an award-winning culture, centered around transforming talented employees into effective business leaders?
 
Then Bankers Healthcare Group is the place for you. We offer innovative financial solutions to licensed and highly-skilled professionals, representing the best of both traditional lending and fintech, and are looking for passionate, impact players to help take our company to the next level.
 
At BHG, you’ll become immersed in the finance industry—with a variety of loan solutions, credit cards, patient financing, bank programs, and collections services, which have helped BHG become one of the leading providers of finance solutions.
 
With over 20 years in business, we have the stability of an established company with the speed and agility of a startup, where ingenuity and risk-taking are encouraged, and every employee has the opportunity to learn, grow and thrive. 

Who You Are
You are a motivated Customer Service Professional who is passionate about providing the highest quality care and attention to our customers and borrowers. You enjoy overseeing the daily operations of a customer service department and have the knowledge and experience to lead a team of like-minded customer service representatives. You wake up each day thinking of new and creating ways to enhance the customer service experience. You are personable and thrive in a fast-paced environment where you can work autonomously and make an impact for your team and our customers
What You'll Do
  • Supervise the daily operations of the customer service department
  • Set the team schedule through proactive capacity planning
  • Set goals for team members and help them reach those goals
  • Interact with customers and handle customer queries and complaints in a timely manner
  • Create weekly and monthly analysis, reports, and surveys
  • Place Outbound calls to borrowers for welcome/registration calls, payment reminders, late payment notifications, and address updates on returned mail
  • Acknowledge receipt of complaints, grievances, and other adverse items, log them accurately and on time, as well as notify appropriate parties promptly
  • Resolve issues or provide an explanation to complainant & respond to client, partners or others as necessary within time restrictions
  • Handle borrower payment arrangements, current and delinquent
  • Facilitate root-cause analyses of complaints and participate more broadly in development of action plans to improve compliance and customer experience and reduce risk
  • Keep accurate, complete, and up-to-date logs and ensure logs are distributed in a timely manner
  • Promote and nurture the highest standards of professionalism and ethics
What You'll Need
  • BA/BS Finance, Economics, Business, (or other related field) or equivalent work experience
  • 3+ years of experience leading a customer service team
  • 5+ years of experience in complaints processing, preferably in the Finance industry
  • In depth knowledge of payment transactions and finance industry regulations preferred
  • Flexibility and ability to thrive in a rapidly changing, fast-paced environment
  • Excellent written, verbal, facilitation, and presentation skills
  • Demonstrated ability to think creatively and to innovate
  • Strong analytical, problem solving and decision-making skills
  • Proficient use of MS Word, Excel, and other MS Office applications
  • Salesforce or Service Cloud experience a plus
Life at BHG
At BHG, we work hard and aren't afraid to take risks. Since the beginning, our core values of PMA (positive mental attitude), team player and loyalty have been the driving force behind every interaction we have between each other and our customers. We have a healthy respect for the daily grind, yet we value work/life balance. We believe that all employees should have the opportunity to lead and that good ideas can come from anyone. From the top-down, our leaders are actively involved not only in strategic oversight and running the business, but also in the well-being and growth of all employees. We consider people our #1 asset, and help employees realize their full potential, set and exceed their goals, and explore new opportunities for personal and professional development.
Why You Should Join BHG

We strive to offer amenities, opportunities, events, and programming that support the interests of our teams, while furthering the culture that makes us Great Place to Work® certified. Some of the benefits you can expect when you join BHG include:

  • 100% coverage of monthly health insurance premiums
  • Competitive PTO and vacation policies
  • Company 401(k) plan with employer contributions after one year
  • On-site gym access and memberships, with personal trainers, and certified nutritionists on staff
  • Company-sponsored training and certification opportunities
  • Monthly award ceremonies where top achievers are celebrated and receive additional bonuses
  • Ongoing volunteer opportunities to give back to the community through our BHG Cares program
If you’re ready for a career where you can exercise your passions, be surrounded by co-workers who are relentlessly committed to service, and have a team-player mindset, apply today!
Apply Now
Bankers Healthcare Group is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Bankers Healthcare Group is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.