About the Business:

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com/government

About our Team:

Our team thrives in a dynamic environment where fresh ideas are encouraged, collaboration drives success, and innovation is celebrated. We blend fun, hard work, and professionalism to ensure an exciting and rewarding experience every day.

About the Role:

The Supervisor I, Customer Contact Center is responsible for ensuring timely and effective responses to consumer inquiries via telephone and/or email in an inbound or outbound service center, maintaining high service and quality standards. This role includes addressing and resolving regulatory consumer complaints in accordance with relevant guidelines. The supervisor will oversee the daily operations of a small to medium-sized team, focusing on the smooth execution of routine tasks, team productivity, and achieving desired results.

In this position, you will set priorities to ensure the team meets deadlines and coordinates with other supervisors to streamline work activities. You will use your judgment to solve problems based on established practices and precedents, with decisions guided by policies, procedures, FCRA guidelines, and the local business plan. While receiving oversight from the manager, senior leadership, and legal and compliance partners, you will provide ongoing coaching, feedback, and performance evaluations for your team.

The position is hybrid, with a requirement to be in the office 2-3 days per week.

Responsibilities:

• Manage various queues and assign daily tasks for assigned staff. Monitor and ensure accuracy of all work. Mentor and provide assistance as needed. Participate in the annual performance review process.

• Assist staff with work schedules and ensure the team meets all daily SLAs.

• Provide ongoing follow-up and feedback. Identify the need for, provide and/or assure all personnel are properly trained in their assigned tasks.

• Oversees, and as needed, support staff in their activities to ensure timeliness and accuracy of related responsibilities in assigned area. This will include handling all high-level regulatory consumer escalated complaints including Better Business Bureau (BBB), Consumer Financial Protection Bureau (CFPB), Attorney General Offices (AG), and all other regulatory agencies.

• Review, develop and implement process improvements, departmental goals and objectives.

• Participate in business related meetings as needed and follow up on discussion items related to area of responsibility.

• Resolve day to day issues with the support of the Manager, Director and our compliance business partners.

• Ensure the implementation of quality and continuous improvement initiatives within the assigned area. Conduct audits on the team to verify adherence to compliance standards.

• Prepare a monthly presentation of the Visual Management Board (VMB) for leadership meetings, providing valuable insights into the team's monthly statistics.

Requirements:

• High School Diploma/GED with at least five (5) years of experience, including two (2) years in a supervisory, staff development, or team lead role, or a minimum of five (5) years of industry-specific experience with at least one (1) year in a relevant position.

• Strong written and verbal communication skills, complemented by excellent interpersonal abilities.

• Exceptional organizational skills with attention to detail and accuracy in documentation.

• Ability to work independently and manage tasks efficiently.

• Proficiency in using personal computer software in a business environment, with a preference for Microsoft Office.

• Proven ability to meet deadlines and perform effectively in a fast-paced, high-pressure environment.

• Skilled in building and maintaining positive relationships with a diverse range of customers, ensuring high-quality, responsive service.

• Adaptable to new environments and able to adjust to changing situations and demands while maintaining productivity.

• Comfortable using various communication methods, such as phone, email, in-person interactions, Webinars, and video conferencing, including with international teams when required.

• Strong team player, able to work collaboratively with minimal supervision.

• Demonstrates excellent judgment, discretion, and decision-making abilities.

• Energetic, positive-minded, and self-motivated, with a proactive approach to challenges.

• Strong training and mentoring skills to guide and support team members.

• Effective presentation skills, with the ability to engage and inform diverse audiences.

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits

• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan

• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs

• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity

• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits Health Savings, Health Care, Dependent Care and Commuter Spending Accounts Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice  

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At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.