Job description
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Job Summary
The Supervisor, Dealer, and Commercial Services will lead a team of Business Support Group associates. The Supervisor requires excellent time-management and organizational skills to effectively handle multiple expectations and thrive in a performance-based environment. The Supervisor, Dealer, and Commercial Services is responsible for coaching, motivating, and developing a team of associates handling all dealer, internal and external business partner, and small business inquiries. The Supervisor communicates escalated issues as needed and serves as the primary point of contact for several internal and external partners.
Job Description
Essential Job Functions
Compliance - Ensure adherence to all regulatory, client, and procedural requirements while providing an exceptional customer experience. Work with Compliance and Legal as needed for guidance with dealer and commercial card inquires.
Partnership - Facilitate and/or attend meetings with business stakeholders such as Senior Leadership, Client Partnerships, the Business Risk Office, Complaints Management and Dealer partners. Establish and maintain relationships with all parties. Identify, resolve and quickly escalate concerns as needed (e.g. Client Partnerships, Brand/Dealer partners).
People leader – Develops the team to provide best in class customer/business care by displaying empathy, patience, and understanding for the customer. In an effort to create loyal customer and store relationships, display enthusiasm, dedication, and true care to each customer and inquiry. Facilitate regular team calibrations to ensure consistency and build team morale. Write and administer formal performance appraisals, hold regular coaching sessions as required and administer corrective action as needed. Address and resolve associate issues by exercising good judgment and acting as an associate advocate. Motivate and develop Business Support associates to achieve job performance expectations.
Operations - Complete internal reporting updates for SalesForce/Dealer Portal and ensure associates are being held accountable for inquiring completions by established response time goals. Create, review and enhance Knowledge Central articles that relate to Business Support to help support our procedures and establish/maintain consistency. Manage key projects and deliverables. Partner with TSYS partners and internal business partners as needed to resolve any issues with the commercial card platform.
Engagement – Build relationships with team and peers that inspire collaboration and teamwork. Interact daily with team and peers through coaching, contests, activities that align to department/team goals, and Bread Financial values and culture. Recognize and reward associates and peers daily. Leverage resources to lead effective team meetings with a strong demonstration of presentation skills and clear content. Empower team and delegate growth and development opportunities to build trust and retain associates. Participate in department projects to include brand partner work.
Managing Workforce – Assist Talent Acquisition with recruiting decisions by conducting interviews for internal and external roles. Influence attendance and schedule adherence to protecting customer experience and brand service level agreements. Collaborate with various internal partners to achieve business objectives. Effectively manage time to plan, organize and prioritize work with agility.
Communication – Verbal and written communication, active-listening skills, and the ability to easily establish rapport and credibility with a variety of departments such as Client Partnerships, Compliance/BSA, Legal, Accounting, Privacy, and all Dealer partners is critical. Foster an environment of open and transparent communication. Demonstrate outstanding verbal and written communication skills when working with internal and external partners. Explain complex topics in a clear and concise manner. Respond well under pressure and appreciate ambiguity as a normal business condition. Give and accept feedback at all levels as a matter of practice. Document interactions and update customer/associate records in company systems. Utilize knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, Outlook, and Teams to execute daily work.
Distinctions (if applicable):
Reports to: Customer Care Department Manager
Working Conditions/ Physical Requirements: Normal office environment, some travel may be required.
Direct Reports: 5-25
Minimum Qualifications:
High School Diploma or GED
One year or more supervisory experience with a minimum of one year of leading a team in an inbound Dealer/Commercial environment
Preferred Experience:
Associate or Bachelor degree OR equivalent education and/or experience in Business
One year or more of customer care, brand partnership
One year or more of leadership and/or supervisory experience
Salary Range:
$51,400.00 - $122,500.00
The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.
About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We’ve been consistently recognized as a best place to work in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded Bread Cashback American Express® Credit Card and Bread Savings products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its 6,000+ global associates and is committed to sustainable business practices.
- Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
- The Company is an Equal Opportunity Employer.
- Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
- The Company participates in E-Verify.
- The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
- The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at
TaOps@breadfinancial.com.
Job Family:
Care Center Operations
Job Type:
Regular
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