Overview In this role, you lead a diverse client service team to deliver high-quality support and seamless service. You shape operations by combining strategic planning with process automation to boost efficiency and client satisfaction. You apply anti-fraud expertise to protect clients and the bank from risk and losses. You identify trends, craft innovative solutions, and cultivate strong relationships with internal stakeholders and clients. This position offers a meaningful opportunity to influence service delivery at a leading financial institution.
Compensation / Benefits- competitive total rewards package
- base salary based on role/experience/location
- incentive compensation opportunities
- comprehensive health care coverage
- retirement savings plan
- tuition reimbursement
Responsibilities- Lead the client service team to address inquiries, process transactions, troubleshoot issues, and manage complaints with advanced conflict management to ensure satisfaction
- Develop and execute strategic plans to enhance service center operations and drive operational efficiency through automation
- Use anti-fraud knowledge to detect and prevent fraudulent transactions, safeguarding clients and the bank
- Identify client needs and trends to generate innovative solutions leveraging market/product knowledge and digital literacy
- Foster strong relationships with internal stakeholders and clients to drive mutually beneficial outcomes
Key requirements- 7+ years of experience managing customer service teams in a financial institution with a focus on service center operations
- Proven expertise in implementing anti-fraud strategies to detect and prevent fraudulent transactions in a banking environment
- Demonstrated proficiency in strategic planning and process automation to improve client service delivery
- Advanced skills in conflict management with experience resolving complex client issues and complaints
- Strong digital literacy and ability to leverage new and emerging technologies to enhance operations and client service
- conflict management
- stakeholder influence
- relationship building
- anti-fraud strategies
- strategic planning
- process automation
