Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 16, 2026
Full Job Description
đź“‹ Description
- • As a Customer Solutions Lead at Reprise Financial, you will be at the forefront of our mission to simplify the financial journey for our customers, ensuring they have access to transparent and accessible personal loans. This fully remote role is pivotal in managing a hybrid team dedicated to providing outstanding support via phone and email, upholding our commitment to a customer-first approach.
- • Your primary responsibility will be to lead, coach, and mentor a team of Customer Solutions Specialists, empowering them to deliver timely, accurate, and empathetic assistance while consistently meeting and exceeding performance goals and stringent compliance standards. You will be the guiding force behind daily operations, meticulously monitoring service quality and equipping your team members with the skills and knowledge to effectively resolve complex inquiries and manage challenging escalations.
- • This role demands a proactive and supportive leadership style, fostering a collaborative and positive team culture that emphasizes accountability, empathy, and a shared commitment to continuous improvement. You will be instrumental in cultivating an environment where team members feel valued, supported, and motivated to perform at their best.
- • Key to your success will be the ability to oversee daily workflows, ensuring efficient allocation of resources to manage workload effectively and maintain critical Service Level Agreements (SLAs). You will track a range of team performance metrics, diligently identifying trends and implementing data-driven strategies to enhance both operational efficiency and the quality of customer interactions.
- • As a primary point of contact for complex or high-priority customer issues, you will be expected to ensure swift, satisfactory resolutions, acting as a crucial escalation point and problem-solver. Your ability to analyze customer feedback and champion the 'voice of the customer' will be vital in collaborating with various internal teams to drive meaningful process improvements.
- • You will also be responsible for conducting regular audits of processes and customer interactions, ensuring strict adherence to compliance requirements and identifying opportunities for ongoing enhancement. This includes partnering closely with Operations, Compliance, IT, and Loan Accounting teams to troubleshoot and resolve systemic issues, ultimately elevating the overall customer experience.
- • This role offers a unique opportunity to contribute to strategic initiatives aimed at refining processes, minimizing customer complaints, and maximizing customer satisfaction. You will play a key role in developing and implementing complaint management strategies, maintaining a robust understanding of fraud and identity theft policies to ensure proper handling and proactive prevention.
- • Preparing and presenting comprehensive performance reports, insightful analysis, and actionable recommendations to leadership will be a regular part of your duties. Furthermore, you will be encouraged to identify opportunities for automation, targeted training programs, and process optimization, all with the goal of elevating team performance and achieving superior customer outcomes.
- • The ideal candidate will possess a strong understanding of federal and state consumer finance and banking regulations, coupled with practical experience in complaint management processes and a solid grasp of fraud and identity theft policies. Proficiency in complaint management systems and advanced skills in the Microsoft Office Suite are essential.
- • Exceptional verbal and written communication skills are paramount, enabling you to articulate complex information clearly and professionally. You must demonstrate a proven ability to analyze issues, pinpoint root causes, and implement effective solutions, often under pressure. Strong interpersonal skills are crucial for building rapport, demonstrating empathy, and advocating for customers while adeptly balancing business needs.
- • The ability to prioritize effectively, multitask seamlessly, and manage competing deadlines in a fast-paced, dynamic environment is a must. You should thrive on adapting quickly to changing priorities and evolving business needs, contributing constructively to discussions and escalating concerns appropriately.
- • This position is fully remote, offering the flexibility to work from your preferred location. While remote, you will be encouraged to stay connected through regular virtual meetings and team events, fostering a strong sense of community. All team members are required to reside in an approved location by their start date to ensure seamless integration into our collaborative culture.
🎯 Requirements
- • 2-4 years of experience in customer service, complaints management, or escalations within highly regulated consumer financial services or banking environments, including demonstrable experience leading or coaching teams.
- • Associate degree or equivalent experience required; Bachelor's degree preferred.
- • Strong understanding of federal and state consumer finance and banking regulations, with experience in complaint management processes and a solid understanding of fraud and identity theft policies.
- • Advanced proficiency in Microsoft Office Suite (Excel, Word, Outlook) and skilled in complaint management systems and related software.
- • Exceptional verbal and written communication skills, with the ability to convey complex information clearly and professionally, and strong interpersonal skills with the ability to empathize, build rapport, and advocate for customers while balancing business needs.
🏖️ Benefits
- • Comprehensive medical, dental, and vision coverage, contributions to a Health Savings Account (HSA), and access to an Employee Assistance Program (EAP).
- • 401(k) program with a Safe Harbor Match (100% of the first 3% and 50% of the next 2%).
- • Accrued time off, company holidays, sick time, and 3 floating holidays.
- • 12-week Paid Parental Leave.
- • Competitive market-driven salary and variable annual bonus opportunities.
- • Robust tech package provided for remote work.
- • Fully remote work environment with flexibility.
Skills & Technologies
Swift
Senior
Remote
Degree Required
About Reprise Financial
Reprise Financial is a leading provider of comprehensive debt collection and accounts receivable management services. They specialize in recovering past-due accounts for a diverse range of industries, including healthcare, financial services, and government. Leveraging advanced technology and data analytics, Reprise focuses on ethical and compliant collection practices. Their approach emphasizes customer service and maintaining positive relationships with debtors while maximizing recovery rates for their clients. Reprise Financial is committed to delivering tailored solutions that meet the unique needs of each client, helping them improve cash flow and reduce financial risk through effective debt recovery strategies.
