Supervisor of Client Experience

* This role requires candidate to reside in Orlando Fl or willing to relocate prior to start date

The Supervisor, Client Experience reports to the Manager of Client Experience & Trust Accounting and leads the day-to-day operations of the Client Experience team. This role is accountable for frontline service delivery, employee development, client retention, operational productivity, quality, and compliance. The Supervisor coaches Client Experience Specialists, resolves complex client concerns, monitors performance, and ensures timely and accurate completion of service workflows. Working closely with the Manager, this leader identifies process improvements and reinforces a consistent, client-centered service experience.

Team Leadership & Development

Frontline Leadership: Lead, mentor, and motivate Client Experience Specialists; provide daily guidance, remove barriers, and reinforce clear expectations.

Coaching & Accountability: Conduct regular one-on-one coaching, performance discussions, and team meetings; document feedback and follow through on action plans.

Employee Development: Identify skill gaps, reinforce training, support onboarding, and build employee capabilities through ongoing development.

Client-Centric Culture: Model empathetic problem-solving, professionalism, accountability, and commitment to client success.

Operational Excellence & Workflow Execution

Daily Operations: Manage service queues, case assignments, client messages, and staffing coverage to meet service expectations and workflow deadlines.

Escalation Management: Serve as a primary resource for complex client concerns and assist-line escalations; guide timely and appropriate resolution.

Client Retention & Education: Coach the team on explaining debt management program requirements, addressing concerns, and supporting long-term client engagement.

Workflow Accuracy: Ensure accurate CRM documentation, task completion, case follow-up, and adherence to established procedures.

Process Improvement: Identify service bottlenecks and recurring errors; recommend improvements and implement approved workflow changes with the Manager.

Hands-On Support: Assist with client service calls and queues as operational needs require.

Performance Management, Quality & Compliance

KPI Execution: Monitor individual and team productivity, response times, service levels, quality results, and retention performance; address gaps promptly.

Reporting & Insights: Use CRM dashboards and operational reports to identify trends, communicate risks, and recommend corrective action to the Manager.

Quality Assurance: Review call recordings, client interactions, and case documentation; provide timely, specific coaching aligned with quality standards.

Policy & Regulatory Adherence: Reinforce compliance with organizational policies, applicable regulations, client privacy requirements, and documentation standards.

Administrative & HR Management

Workforce Administration: Manage attendance records, timecard corrections, schedule coordination, and other assigned employee administration.

Documentation & Employee Relations: Maintain accurate coaching, performance, and disciplinary records; partner with the Manager and HR on employee matters.

Hiring & Onboarding: Participate in candidate interviews, selection, new-hire training, and onboarding to support team readiness.

Required:

5-10 years of customer service experience, preferably in a call center or client servicing environment.

2-5 years of supervisor, team lead, or people management experience.

Demonstrated ability to coach employees, manage performance, and deliver measurable team results.

Experience with call center technology, CRM systems, quality monitoring, and operational reporting.

Strong conflict resolution, decision-making, analytical, and problem-solving skills.

Ability to manage competing priorities, service queues, escalations, and time-sensitive work.

Strong written and verbal communication, documentation, collaboration, and organizational skills.

Proficiency with Microsoft Office, web-based systems, and multitasking across applications.

Dedicated home office space with reliable high-speed internet service.

Flexibility to work nights, weekends, or holidays when business needs require.

Preferred:

5+ years of supervisor, team lead, or management experience in a call center environment.

Experience in credit counseling, debt management programs, or financial services client support.

Oral and written fluency in Spanish a plus.

Required:

High school diploma or equivalent combination of education and experience.

4-year degree or equivalent combination of education and relevant professional experience.