About this role
Role Overview
- Lead and motivate assigned direct reports to innovate and process improve assigned processes while maintaining high service level and timely responses of existing work by a motivated workforce.
- Research and resolve escalated complaints associated with assigned processes. Complete investigation of the issue and respond timely and thoroughly. Timely response is generally within 24
- 48 hours.
- Serve as a subject matter expert for assigned processes.
- Manage internal and external Audit reviews and findings.
- Develop and maintain policies and procedures for assigned area of responsibility and drive compliance and accountability within the team.
- Analyze and respond to trends in volume fluctuation, product mix, regulatory changes and client requirements.
- Perform QA monitoring as a mechanism to identify risk and to ensure that procedures are followed and risk controls maintained.
- Collaborate and be the voice of the customer with other departments to ensure that customer complaint feedback is broadly known and corrective steps are actioned for improved customer experience.
- Provide back-up support for procedures processed.
- Provide on-the-job or up-training as needed.
- Ensure team strictly adheres to department standards for maintenance of customer accounts and consistently maintain current customer information on all accounts.
- Benchmark team performance and maintain dashboard of team performance monthly.
- Ensure that underperforming employees meet departmental expectations through the creation and implementation of written action plans.
Requirements
- Bachelor’s in business management, or related field is preferred.
- High School diploma required.
- 3-5 years of experience in credit card and/or banking, least 3 years in a supervisory capacity.
- Ability to balance multiple deadlines and projects, while providing support and development to direct reports.
- Ability to communicate effectively with various audiences including customers, team members, and internal and external auditors, through written and verbal means.
- Solid organizational skills, ability to work across teams, ability to focus on broader goals and customer level details simultaneously, and ability to multi-task effectively.
- Strong working knowledge of computer software including Microsoft Office and Loan Servicing Software required.
Benefits
- Medical, FSA & HSA, Dental, Vision + More!
- 401k
- 100% vested once you start contributing. Generous company match!
- Regular employee health, wellness & engagement activities!
- Pet Insurance, because fur babies are important to us too!