Assistant Customer Experience Officer (Call Center)

Job Summary

Assistant Customer Experience Officer is primarily responsible for managing, developing, and leading the Support team on delivering best in class customer service focused on first time resolution and customer retention. Is also responsible for the Bank’s Quality Assurance Program, implement, monitor, and report on it. In addition, their focus is the company’s service quality and delivering best in class customer service. This position

ensures that our employees, products, services, and processes meet the needs of our clients. Responsible to monitor and assess the quality of customer conversations, across all contact channels. This includes phone calls (both inbound and outbound), emails, live chat conversations and so on. The coaching and mentoring skills are necessary since will be supervising other staff members.

Essential Duties & Responsibilities:

Leadership

Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
Ensure the Support operations delivers the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels.
Ensure service targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
Provide leadership, development and coaching to all staff members with customer contact. Actively engaging and supporting the development of the team to ensure better performance and succession planning.
Continually evolve with the cadence of the releases for the Support’s systems to capitalize the emergent opportunities to improve processes and efficiency within the Department.
Working cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered.
Monitor resources against work volumes to ensure that Service Level Agreements are met; ensuring that adequate resources are always available to meet demand.
Implement and oversee the production of management reports to identify process improvements, analyze customer service activity, productivity, KPI’s and best practices.
Monitoring and assessing staff performance against a set of criteria.
Giving feedback to staff members on how they can improve.
Conduct evaluations and other staff members that have contact with customer through the organization.
Ensures that customer complaints are resolved promptly to the customer’s satisfaction and handled at the first point of customer contact and in accordance with regulations and procedures

Minimum Requirements:

Minimum of five (5) years of banking experience. Prior management in customer service and call center preferably in a banking environment experience preferred.
Must be bilingual in both English and Spanish. Ability to fluently speak, understand, read and write both languages.
A passion for customer service and a customer-oriented mindset.
Associates degree or Bachelors (B.A) in Business Administration or equivalent work experience required.
Time Management
Basic Computer Skills

Assistant Customer Experience Officer (Call Center)

Job Summary

Essential Duties & Responsibilities:

Minimum Requirements:

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