Job Overview
Location
Dallas, Texas - Remote
Job Type
Full-time
Category
Software Engineering
Date Posted
June 4, 2026
Full Job Description
đź“‹ Description
- • Lead, coach, and mentor a hybrid team of Customer Solutions Specialists delivering support via phone and email channels, ensuring timely, accurate, and empathetic customer service.
- • Conduct regular team meetings, one-on-one coaching sessions, and training programs to enhance team skills, engagement, and performance against key metrics.
- • Monitor daily workflows and allocate resources to maintain service-level agreements (SLAs) and manage workload distribution effectively.
- • Track and analyze team performance metrics to identify trends, inefficiencies, and opportunities for process improvement in customer resolution and satisfaction.
- • Serve as the primary point of contact for complex, high-priority, or escalated customer inquiries, ensuring swift and compliant resolutions.
- • Champion the voice of the customer by analyzing feedback and collaborating with Operations, Compliance, IT, and Loan Accounting teams to drive systemic improvements.
- • Conduct audits of customer interactions and processes to ensure adherence to federal and state consumer finance regulations and internal compliance standards.
- • Partner with cross-functional teams to implement strategies that reduce complaints, prevent fraud, and improve overall customer experience.
- • Manage complaint resolution workflows and maintain a strong understanding of fraud and identity theft policies to ensure proper handling and prevention.
- • Prepare and present performance reports, insights, and data-driven recommendations to leadership to inform strategic decisions.
- • Identify opportunities for automation, training enhancements, and operational optimization to elevate team efficiency and customer outcomes.
- • Foster a collaborative team culture grounded in accountability, empathy, continuous improvement, and adherence to company core values.
- • Ensure all team activities align with regulatory requirements and company policies related to consumer financial services, including lending, disclosures, and data privacy.
- • Support strategic initiatives aimed at improving customer satisfaction, reducing escalations, and increasing operational efficiency across customer service channels.
- • Maintain advanced proficiency in complaint management systems and Microsoft Office Suite (Excel, Word, Outlook) to track, report, and analyze customer data.
- • Adapt quickly to evolving business priorities, regulatory changes, and shifting customer needs in a fast-paced, dynamic financial services environment.
- • Challenge ideas constructively, escalate concerns appropriately, and contribute to process improvements while balancing customer needs with business objectives.
- • Encourage team members to uphold company values of excellence, innovation, customer advocacy, and kindness in every customer interaction.
🎯 Requirements
- • 2–4 years in customer service, complaints management, or escalations within highly regulated consumer financial services or banking environments, including 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, including complaint management processes and fraud/identity theft policies.
- • Skilled in complaint management systems and related software; advanced proficiency in Microsoft Office Suite (Excel, Word, Outlook).
- • Exceptional verbal and written communication skills with ability to convey complex information clearly and professionally.
- • Demonstrated ability to analyze issues, identify root causes, and implement effective solutions under pressure in a fast-paced environment.
🏖️ Benefits
- • Comprehensive medical, dental, and vision coverage, with contributions to a Health Savings Account (HSA) and access to an Employee Assistance Program (EAP).
- • 401(k) program with 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.
- • Market-driven salary and variable annual bonus based on company and individual performance.
- • Robust tech package provided to support remote productivity.
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.
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