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Issue Escalation Manager

Expired Job

US Bank Jacksonville , FL 32277

Posted 5 months ago

Position Highlights:

  • Oversees a staff responsible for the research and resolution of customer inquiries and problems related to products and services of the assigned area

  • Handles or assists in resolving technical and/or complicated transactions and operational issues

  • Ensures prompt and efficient service and processing of transactions, correspondence, documentation, etc. as applicable to minimize loss and provide maximum customer service

  • Ensures compliance to applicable internal policies and procedures; responds to internal audits and certifications

  • Participates in the development and enhancement of equipment and training procedures and programs which support products and services

  • Develops, implements and maintains new and revised department operating policies and procedures to increase quality of service and productivity

  • Develops quality standards by forecasting work volume and staffing needs for the functions performed in the assigned area

  • Plans, develops, establishes and controls assigned organization and budget functions.

Additional Responsibilities:

  • Working complex escalated system issues. This involves ensuring that stakeholders as well as senior leaders are apprised of updates on issues until the problem is resolved.

  • Managing the daily client and cardholder impacting issues list. This role is actually performed by a person reporting to this individual.

  • Working with TOS to ensure that issues that require a code release are assigned to releases per TOS process.

  • Secondary escalation point for non-complex issue resolution by other Client Support team members.

Basic Qualifications:

  • Bachelor's degree, or equivalent work experience

  • Five or more years of experience in customer service management

Preferred Skills and Experience:

  • Excellent customer service and problem-solving skills

  • Advanced knowledge of applicable services, products and systems

  • Broad understanding of applicable laws and regulations

  • Strong knowledge of banking operations

  • Proven managerial skills

  • Strong verbal and written communication skills

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Issue Escalation Manager

Expired Job

US Bank