Client Services Team Lead

MSI Credit Solutions is seeking an experienced and motivated Client Service Team Lead to lead our customer service team and ensure exceptional support for our customers. The ideal candidate is a strong leader with excellent communication skills, a customer-first mindset, and the ability to coach, motivate, and develop team members while achieving performance goals.

Core Responsibilities

• Lead, mentor, and support a team of Client Service Representatives.
• Monitor team performance and provide regular coaching and feedback.
• Handle escalated customer inquiries and resolve complex issues professionally.
• Ensure team adherence to company policies, procedures, and service standards.
• Track and report key performance indicators (KPIs) and identify areas for improvement.
• Assist with onboarding and training new team members.
• Collaborate with other departments to improve customer satisfaction and operational efficiency.
• Foster a positive, collaborative, and high-performing work environment.
• Support daily Client Service operations
• Improve workflows, delegating daily job duties/tasks
• Step in when in Client Services Manager is unavailable

Client Experience, Retention and Collections

• Handle escalated client concerns
• Support retention efforts and client reactivation strategies
• Assist with collections by working with clients to reactivate files, deactivate files, and log chargebacks
• Maintain high-level client experience standards

Operations Support

• Handle and make pay for delete calls
• Make dispute removal calls when needed
• Assist with negotiations and resolution strategies to support client outcomes

Training & Accountability

• Assist with onboarding and coaching team members
• Reinforce scripts, policies and compliance
• Address performance gaps and support leadership actions

Required Skillset

• Strong leadership and team management abilities with experience coaching and developing employees.
• Above average verbal and written communication skills.
• Strong customer service skills with a customer-focused mindset.
• Ability to handle escalated customer concerns and resolve conflicts professionally.
• Effective problem-solving and decision-making skills.
• Ability to analyze performance metrics and identify opportunities for improvement.
• Strong organizational skills with the ability to prioritize multiple tasks.
• Experience with customer relationship management (CRM) systems and customer support tools.
• Ability to provide constructive feedback and motivate team members.
• Knowledge of customer service best practices, policies, and procedures.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Strong attention to detail and commitment to quality service delivery.

Benefits-

• $25 Per hour
• Weekly Pay and Monthly Bonuses
• Health, dental, and vision benefits
• Vacation and Paid time off
• We offer free credit repair
• Career growth and development opportunities
• Supportive and collaborative work environment

If you're passionate about delivering exceptional customer experiences and inspiring a successful team, we'd love to hear from you. Apply today and become part of our growing organization!

Please send a updated resume for immediate consideration