Team Lead, Consumer Relations

Description

Hi, We're AppFolio.

We're innovators, changemakers, and collaborators. We're more than just a software company — we're a cloud-based powerhouse that creates products to make our customers' lives easier. We're revolutionizing the way people do business, and we want your ideas, your enthusiasm, and your passion to help us keep on innovating.

The Consumer Relations team is responsible for handling consumer inquiries, disputes and working with our partners to resolve issues with screening reports. Ideal candidates have a passion for customer satisfaction, an affinity for detail, a record of independent action and excellent judgment, and an understanding of the importance and impact of working in a highly regulated environment.

We love where we work, and you can, too.

What You'll Do

• Manage & mentor Consumer Relations Specialists and Associates on the team to identify growth areas, set clear performance expectations, remove barriers to success, and support the development of new skills and expertise.
• Manages team to achieve annual and quarterly key results from OKRs. Establishes periodic controls and reviews to ensure achievement of OKRs.
• Answer questions regarding complete file disclosure procedures & participate in full file disclosure review when needed.
• Understand and comply with all relevant laws and regulations related to the background screening industry and AppFolio's screening business
• You will own escalated or high-risk cases with consumers through to resolution.
• Assist the team with disputes, complete file disclosures, inquiries, manual requests, and complicated cases
• Execute end-user-monitoring program quarterly audits and quarterly internal audits
• Key stakeholder in drafting new policies & procedures; implements new policies & processes with the team
• Uncover actionable insights that improve the quality and efficiency of Consumer Relations team operations, simplify procedures, improve processes & procedures
• Facilitate the training and onboarding of new team members.
  
  

What We're Looking For

Related Professional Experience:

• 2-4 years of related professional experience. For example; consumer-facing experience, paralegal, legal & compliance background, audit, and quality assurance.
• Fair Credit Reporting Act (FCRA) experience preferred
  
  

Technical Skills:

• 2+ years of SalesForce-related experience
• 2+ years of phone answering software experience. For example; Cotivio, Dial Pad, or Momentum.
  
  

Competencies:

• Problem solver - Exceptional problem-solving abilities
• Analytical - Demonstrated strengths in data collection, analysis, and reporting
• Detail-oriented - Ability to achieve thoroughness and accuracy when accomplishing a task
• Team Leader - Demonstrates the ability to lead a team of people. Knows how to promote a spirit of collaboration with others, gain the team's trust and support, and aid managers with team questions, case delegation, and queue management.
• Initiative - Takes action without direction to make sure important tasks are completed. Proactively looks for ways to improve team member performance, internal processes, and the overall customer experience.
• Adaptable - Adjust quickly to changing priorities and conditions
• Communication - Displays exceptional communication skills and can articulate feedback, ideas, and AppFolio initiatives to direct reports, peers, and other AppFolio leaders. Maintain this standard in all forms of communication - written and spoken.
• Accountability/Ownership - Assumes responsibility for accomplishing work objectives and delivering results. Knows how to set high standards of performance for self and others.
• Time Management - Ability to work flexibly in a fast-paced environment and manage multiple simultaneous projects with minimal supervision.
• Levelheaded - Maintains steady performance when under stress and pressure.
  
  

Must-Haves

• BA/BS degree or equivalent work experience
• 1+ years of proven management experience required
  
  

Compensation & Benefits

The base salary that we reasonably expect to pay for this role is: $60,000-$90,000

The actual base salary for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits including but not limited to:

• Paid Time Off (PTO)
• Medical, dental, and vision benefits
• Long-term and short-term disability insurance
• 401(k)
• Wellness benefits
  
  

Interns / full-time temporary / eligible variable hour employees are eligible for benefits including but not limited to:

• Medical
• 401(k)
• Wellness benefits
  
  

Our Story

AppFolio (NASDAQ: APPF) was founded in 2006 with the mission to revolutionize vertical industry businesses by providing great software and service. Our easy-to-use, cloud-based software helps our customers more effectively market, manage, and grow their businesses. Our software solutions exist in the real estate vertical, including AppFolio Property Manager and AppFolio Investment Management.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.