Manager, Customer Service
Company: Santander Bank
Posted on: March 15, 2019
Description: [POSITION SUMMARY] The Manager, Customer Service is responsible for solving complex, multi-faceted problems facing day-to-day operations, ensuring quality and efficiency of the customer service department through daily management of team members and delivering simplified solutions that will allow the department to seamlessly provide exceptional customer service. S/he will also support business leaders and senior management in the implementation and execution of business strategy and growth initiatives for the Customer Service department.[RESPONSIBILITY STATEMENTS]Coaches the team to achieve customer loyalty through reduction of customer effort, issue and problem resolution, and delivering service excellence.,Coordinates and manages the implementation of major initiatives impacting customers and the Customer Service team.,Develops effective service concepts to ensure the team meet or exceed established departmental goals, while maintaining compliance to policies, code of ethics, and all Federal, State and local laws,.,Ensures Customer Service team consistently adheres to Company policies and procedures, code of ethics and all Federal, State and local laws.,Leads initiatives for customer service including risk mitigation, operational quality and continuous improvement.,Leverages relationships with internal business partners to improve performance efficiencies and identify process improvements.,Manages performance issues as needed to ensure associates meet or exceed minimum department expectations.,Mitigates risk by ensuring direct and indirect reports adhere to federal regulations and Company policies.,Monitors and analyzes various management information reports to identify problem areas, ways to improve resources allocation and ensure proper implementation of strategic plans.,Monitors and evaluates service performance to ensure first call resolution and quality standards are met or exceeded to create customer loyalty., Monitors and maintains compliance requirements and code of ethics.,Organizes daily work flow and appropriate staffing for Customer Service team.,Prepares staff to provide appropriate levels of support to customers, both internal and external.,Provides ongoing operational development, leadership, coaching and training to front line Customer Service representatives.Qualification: [EDUCATION] Bachelor's Degree;,or equivalent work experience; [WORK EXPERIENCE] 5-9 years; Management/leading of a Customer Service/ Customer Support function. [SKILLS AND ABILITIES] Ability to adjust to new developments/changing circumstances.,Ability to analyze risk and design efficient control practices to minimize risk.,Ability to build relationships and trust with team members and customers.,Ability to convey a sense or urgency and drive.,Ability to develop goals and consistently seek learning opportunities in order improve.,Ability to interact with senior level management; experience interfacing with multiple levels of the organizational structure.,Ability to lead, influence and direct peers, subordinates and management.,Ability to make effective decision making on complex matters.,Ability to multi-task and meet strict deadlines.,Excellent critical thinking skills with the ability to be adept in identifying and resolving complex customer service problems., Excellent interpersonal, supervisory, and customer service skills required.,Excellent written and verbal communication skills.,Practical knowledge of Customer Service best practices, identification, resolution and implementation.,Self-directed, self-motivated and demonstrated experience providing ideas and solutions to further business understanding.,Superior analytical, problem solving and critical thinking skills. [PHYSICAL DEMANDS] Minimal physical effort such as sitting, standing, and walking. [COMPETENCIES] Adapts quickly to change and makes suggestions for increasing the effectiveness of changeAppropriately shifts attention and refocuses on new goals as a result of changes in priorities or competing work demands,Assesses problem situations and initiates effective interventions that result in customer satisfactionTakes time to develop and maintain relationships with customers,Communicates in a timely and straightforward mannerProbes for additional information, clarifies assumptions and confirms agreed-upon actionsKeeps everyone involved informed about progress and issues,Communicates the importance and benefits of risk management to counterpartsDisplays natural skepticism and curiosity to question the status quo and uncover issuesAdheres to a good root cause analysis process,Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change Provides assistance and coaches less experienced team members,Follows through to meet commitments to others Takes responsibility for achieving strong results, despite balancing multiple complex demands,Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious,Probes in-depth to understand the customer?s business needsExplores and understands the customer's alternatives and decision criteria
Keywords: Santander Bank, Reading , Manager, Customer Service, Executive , Reading, Pennsylvania
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