Senior Servicing Specialist

Location

US-NJ-Mount Laurel

Company

Canon Financial Services

Canon Financial Services in Mount Laurel, NJ is currently seeking a Senior Servicing Specialist (Sr Specialist, Servicing). The Senior Servicing Specialist with extensive expertise in the various roles within Servicing. Act as a liaison between management and associates, addressing all departmental concerns and inquiries. Provide support and training across all Servicing functions as required. Recognized as a Subject Matter Expert in all systems.

This position is full time and offers a hybrid work schedule requiring you to be in the office Tuesday and Wednesday and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.

- Manage the distribution of incoming emails and tasks to the team to maintain compliance with SLAs
- Responsible for managing escalated customer inquiries, ensuring timely and effective solutions that uphold service excellence
- Responsible for understanding company strategies and effectively implementing initiatives to achieve specified business goals
- Participate in and take a leadership role in project teams and other business initiatives as requested
- Responsible for autonomously making prompt, fact-based decisions to deliver superior customer service experiences
- Actively participate in Talent Acquisition
- Responsible for managing, designing, developing, coordinating and conducting all training for the Servicing departments
- The position is also responsible for communicating with managers to identify needs and mapping out development plans for teams and individuals
- Consults with Servicing Management to assess needs of the department
- Designs, develops, implements and delivers training programs for varying levels of individuals within Servicing
- Research and recommend new policies, procedures, trainings
- Documents procedures for the Servicing Department
- Develops and maintains continual education support materials
- Continually evaluates training progress and training procedures to monitor and analyze course effectiveness and update curriculum as needed via survey or other methods
- Select appropriate training methods or activities (e.g. simulations, side by side, mentoring, on-the-job training, professional development classes)
- Market available training to employees and provide necessary information about sessions
- Conduct department-wide needs assessment and identify skills or knowledge gaps that need to be addressed
- Partner with Quality Assurance department to participate in calibration as well as needs that are identified from call/email monitoring
- Assess instructional effectiveness and determine the impact of training on employee skills and KPIs
- Maintain updated curriculum database, business rules and training records
- Provide progress report to management on plans, policies and procedures
- Conduct surveys to associates for feedback and development
- Successfully completes other projects as assigned by management

- Experience Required: 7 plus years of Customer Service/Collections call center experience
- Experience in a leasing/financing administrative environment preferred
- Basic understanding of accounting practices preferred
- Strong understanding of leasing and financing terminology and processes
- Familiar with industry best practices related to providing extraordinary customer service
- Proven ability to handle multiple tasks and meet deadlines independently
- Must be comfortable working in a fast-paced, conflict resolution environment and have the necessary skills to consistently perform to Canon Financial Services standards
- Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-window based environment. Advanced knowledge level of Excel and Microsoft Office products
- Ability to remain focused and clam in high-pressure situations
- Action oriented and adaptable to changing conditions

About our Company - Canon Financial Services, Inc. (CFS) is a wholly-owned subsidiary of Canon U.S.A., Inc. Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $30.3 billion in global revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third overall in U.S. patents granted in 2022* and is one of Fortune Magazine's World's Most Admired Companies in 2022. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To keep apprised of the latest news from Canon U.S.A., sign up for the Company's RSS news feed by visiting www.usa.canon.com/rss and follow us on Twitter @CanonUSA. For media inquiries, please contact pr@cusa.canon.com.

* Based on weekly patent counts issued by United States Patent and Trademark Office.
All referenced product names, and other marks, are trademarks of their respective owners.

Canon Financial Services offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more.https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation

We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you are not reviewing this job posting on our Careers' site https://www.usa.canon.com/internet/portal/us/home/about/careers, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at https://www.usa.canon.com/internet/portal/us/home/about/careers

#CFS

Hybrid - This position offers a hybrid work schedule requiring you to be in the office Tuesdays and Wednesdays and an option to work from home the remainder of the week (unless a specific business need arises requiring in-office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.

#PM19 #LI-AV1 #CFS #LI-HYBRID

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