The role of the Compliance Services Team Lead is to support and back-up the Supervisor in a key role of team management, overflow work assignment and reporting as needed. Initial and reoccurring training will be required as new staff joins the team and Wheels implements new systems and tools for day-to-day job functions.
KEY RESPONSIBILITIES
Support the Supervisor in determining client needs by developing key communication documents that define expectations and timelines of registration services for clients while supporting Wheels operations as needed.
Aid in the management of 3rd party vendors by monitoring and managing follow-up reporting, as well as facilitating conference calls when timeframes, billing, or expectations need review.
Backup the Supervisor in daily workflow management and staff assignments (by state)
Demonstrate effective ability to navigate within and use applications to execute transactions: including Wheels internal and client facing tools including SalesForce (case management system).
Develop and maintain an effective relationship, communication method and reporting format at the Fleet Manager level with key clients to support our registration services.
Manage daily follow-up reporting to support departmental KPIs and initiatives.
Manage reporting for timely execution of driver / client requests. Manage follow-up directly with team to remain responsive and organized to requests.
Generate and provide regular reports as specified by clients and their profiles.
Assist supervisor with internal departmental reporting including extract data, managerial follow up, holds, state transfers, and aging reporting.
Work as a team with Account Executives, Account Managers, Management and Operating Areas to handle client requests or escalated concerns as needed.
Escalate problem/resolution issues to Compliance Services Supervisor and appropriate personnel accordingly.
Work toward 100% Client Retention.
Other duties as assigned.
SKILLS/COMPETENCIES
Wheels Knowledge
Microsoft (Excel, Word, Power Point and Access - preferred)
Strong writing and speaking skills to work effectively with clients at the Fleet Manager level and Wheels' internal organization.
Self-starter, ability to work independently and manage priorities effectively.
Problem solver
Scheduling and task coordination
Organized
Responsive to internal and external clients
Ability to Multi-Task
EDUCATION & EXPERIENCE
- College degree preferred
- 3 to 5 years of Customer Service leadership experience
PHYSICAL DEMANDS & WORK ENVIRONMENT
While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools.
Disclaimer
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
