Description
Job Family: Customer Service
Acts as first point of contact for consumer and small- to medium-sized clients. Assists clients with resolving product, service or billing issues, opening or closing accounts, processing transactions, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions.
Job Function: Customer Experience
Develops strategies to deliver optimal customer service experiences to all existing and potential clients. Responsible for refining and implementing service designs and operations based on customer needs, in order to enhance customer satisfaction and loyalty. Activities include data reporting and analysis to generate insightful solutions for customer service capabilities.
Summary of Responsibilities:
The Manager, Customer Experience manages the day-to-day work flow, resource allocation, and productivity of the Customer Excellence team. S/he will also support business leaders and senior management in the implementation and execution of business strategy and growth initiatives for the Customer Excellence department.
Essential Functions:
• Manages the daily work flow and appropriate staffing for Customer Excellence team.
• Coordinates and manages the implementation of major initiatives impacting customers and the Customer Excellence team.
• Leads initiatives for Customer Excellence including risk mitigation, operational quality and continuous improvement.
• Provides ongoing operational development, leadership, coaching and training to front line Customer Excellence team.
• Leverages relationships with internal business partners to improve performance efficiencies and identify process improvements.
• Validates escalated issues and makes recommendations for solutions.
• Manages the reporting of all defined metrics to ensure performance aligns with department.
• Recommends enhancements in day-to-day department processes to support partners to achieve a great customer experience.
Other Functions:
• Other duties as assigned.
Supervisory Responsibilities:
Manages subordinate managers and professional staff. Is responsible for the strategic guidance, development and evaluation of employees. Carries out supervisory responsibilities in accordance with Santander’s policies and applicable laws.
Requirements:
• Education - • Bachelor's Degree: Cognitive Science, Statistics, Psychology, Human Computer Interaction or equivalent fields.
• or equivalent work experience
• Experience - • 5-9 years Customer Service experience.
• Financial Services industry experience.
• Skills & Abilities - • Practical knowledge of Customer Service/Customer Excellence best practices, identification, resolution and implementation.
• Ability to build relationships and trust with team members and customers.
• Ability to develop goals and consistently seek learning opportunities in order improve.
• Ability to convey a sense or urgency and drive.
• Ability to make effective decision making on complex matters.
• Ability to multi-task and meet strict deadlines.
• Ability to lead, influence and direct peers, subordinates and management.
• Ability to interact with senior level management; experience interfacing with multiple levels of the organizational structure.
• Ability to analyze risk and design efficient control practices to minimize risk.
• Ability to adjust to new developments/changing circumstances.
• Excellent critical thinking skills with the ability to be adept in identifying and resolving complex customer service problems.
• Excellent interpersonal, supervisory, and customer service skills required.
• Excellent written and verbal communication skills
• Self-directed, self-motivated and demonstrated experience providing ideas and solutions to further business understanding.
• Superior analytical, problem solving and critical thinking skills.
Competencies:
• Change Orientation - Innovation:
• Proficient - Applying and Executing
• Initiates creation or modification of procedures, policies, systems or structures to more effectively meet customer needs and requirements
• Change Orientation - Support for Change:
• Proficient - Applying and Executing
• Understands rationale for change and adjusts schedules and tasks to make things work
• Anticipates and plans for changes in work schedules and assignments
• Collaboration - Relationship Management:
• Proficient - Applying and Executing
• Knows who to reach out to inside and outside of one’s team to get work done
• Takes action to enhance working relationships needed to achieve seamless work flow
• Customer Focus - Customer Understanding:
• Proficient - Applying and Executing
• Probes in-depth to understand the customer’s business needs
• Explores and understands the customer's alternatives and decision criteria
• Influence - Information Sharing:
• Proficient - Applying and Executing
• Uses information and data effectively to support a position and present a rational case
• Problem Solving - Solution Definition:
• Proficient - Applying and Executing
• Sees through complexity and detail to get to the critical issues at hand
• Takes into account the wider context within which problems exist
• Risk Management - Continuous Process Improvement:
• Proficient - Applying and Executing
• Proactively works to streamline processes and identify and eliminate redundancies
• Contributes to the implementation of new methods, policies, processes, procedures, or techniques
• Independently performs monitoring and testing of processes
Working Conditions:
• Frequently: Minimal physical effort such as sitting, standing, and walking.
• Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
• Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.
Employer’s Rights:
• This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
• The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.