Consumer Credit Manager jobs in Akron, OH

Role Overview:

The Manager of Consumer Care is a strategic connection for our brand partners, maintaining long-term relationships with covered Brand Partners. The Manager of Consumer Care will own all aspects of the brand’s consumer care including quality, fulfillment, contact trending, case review, information updates, and brand partner communication/recommendations. Specific roles and responsibilities include reviewing case quality, creating meaningful relationships, executing fulfillment of digital and physical reimbursement, regular review of consumer contact data, and keeping processes and contacts updated between business partners and brand partners to create clarity and consistency. This role is hybrid with three days each week in office and two days flexible from home.

What You Will Do:

· Build Brand Partner Logs covering business processes and exceptions, clarifying contacts, and documenting specific procedures

· Engage Brand Partners and Vendor Partners to identify opportunities, resolve issues, and execute SOPs

· Review data regularly for an understanding of baseline and anomalies in case contacts

· Investigate case quality and procedure, bringing awareness of any quality issues internally

· Engage in relationship building with brand partners and agents toward best in class communication

· Stay aware of industry trends and innovations to optimize current initiatives and contribute to overall business goals

· Synthesize actionable insights from data to empower brand partners in optimizing voice of the consumer and enhance the agent and consumer experience

· Create, maintain, post, and share Brand Partner Logs as a review of the business

· Perform monthly meetings engaging in deep dialogue about the brands to enhance adherence with best practices and awareness of services

· Assess and take action on reporting & system work items to ensure cases and agents are updated with best information and direction

· Intake and evaluate Brand Partner feedback and assess the need for Clear Direction, Space, Praise, Support, and Feedback to enhance outcomes

· Support and take action to deliver on internal departmental and company goals

· In partnership with knowledge management, training, systems, and vendor partners, share relevant information in a timely and consistent fashion

· Engage as needed in industry events

· Engage as needed in Brand Partner meetings and audits

· Any additional duties as determined by management

Who You Are:

· You have a bachelor’s degree in a relevant field

· 3-5 years in an account manager, retail sales, or project management role in consulting, retail, brand, or similar role

· Excellent communications, organizational, & prioritization skills

· Strong interpersonal skills and ability to engage with internal and external stakeholders at all levels, including engaging on questions, strategy, and presentations

· Ability to create compelling narratives from data and distill recommendations to brand partners

· Intellectual curiosity and critical thinking skills

· Strong technical mastery of Excel and PowerPoint

· Experience with consumer care

· Experience with account management a strong plus

· Experience working with data a strong plus

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Ability to Relocate:

• Kent, OH: Relocate before starting work (Required)

Work Location: In person