Req ID: R0061681

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Spanish

Work Shift:

1st shift (United States of America)

Please review the following job description:

Management of a fast pace, high volume call and customer support center to ensure timely and accurate responses to our customer’s inquiries. Responsibilities include:

• Refine staffing models tied to department KPI's

• Departmental hiring, training, coaching and employee management

• Work with analytics to refine staffing metrics

• Resolve highly escalated calls and provide immediate feedback to associates and or customers

• Manage/perform department QC/QA functions. Ensure that department is following all related policies, procedures, and overarching regulations. Identify updates as needed and relay to management for implementation

• Become servicing system subject matter expert. Work with internal and external partners testing of software updates in response to customer needs, business needs, Audit & Regulatory issues, etc.

• Enhance personal and professional growth through participation in required and voluntary training and education

• Participate in special projects as directed by Management

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor’s degree, preferably in Business

2. 5 years of experience in banking or financial services or equivalent.

3. Strong analytical and communication skills

4. Strong PCE skills

5. Strong organizational and leadership skills

6. Ability to recognize and implement process improvement strategies

7. Ability to work in a fast pace environment

8. Demonstrated proficiency in basic computer applications, such as MS Office

Desired Qualifications

1. Experience in Accounting

2. Bi-lingual (Spanish)

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