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.
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.
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