ReadingRecruiter
the smart solution for Reading jobs

Manager, Customer Service, Reading, PA

Company: Santander Bank
Location: Reading
Posted on: April 18, 2019

Job Description:

Description: As a member of Santander------s retail banking division you------ll help serve Santander------s retail and small business customers as part of one of the top banks in the United States based on deposits. With principal presence in the northeast U.S., Santander------s retail division offers consumer and lending products to help our customers reach their financial goals. Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank. 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. Responsibilities

  • 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.
  • 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.,
  • 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: Bachelor's Degree or equivalent work experience.5-9 years; Management/leading of a Customer Service/ Customer Support function. 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. Minimal physical effort such as sitting, standing, and walking. Adapts quickly to change and makes suggestions for increasing the effectiveness of change.Appropriately 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 satisfaction.Takes time to develop and maintain relationships with customers,Communicates in a timely and straightforward manner.Probes for additional information, clarifies assumptions and confirms agreed-upon actions.Keeps everyone involved informed about progress and issues.Communicates the importance and benefits of risk management to counterparts.Displays natural skepticism and curiosity to question the status quo and uncover issues.Adheres 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 needs.Explores and understands the customer's alternatives and decision criteria.At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply

Keywords: Santander Bank, Reading , Manager, Customer Service, Reading, PA, Executive , Reading, Pennsylvania

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Electrical Project Manager
Description: Responsibilities of Position: br ul br li Provide discipline engineering support to manufacturing, when needed. Ability and experience in the following: Support the writing of capital Appropriation (more...)
Company: Job Juncture
Location: Philadelphia
Posted on: 04/22/2019

Sales Manager
Description: Our client, a phenomenal building materials distributor is looking for a Sales Manager. The Sales Manager is responsible for day-to-day operation and profitability including but not limited to: managing (more...)
Company: K44 Consulting LLC
Location: Odenton
Posted on: 04/22/2019

Current College Students - In-Store Management Executive Internship (Kansas)
Description: One of the world's leading and most recognized brands comes to life in our stores, where guests are still captivated by everything that made them fall in love with Target. Our approximately 1800 locations (more...)
Company: Target
Location: Allentown
Posted on: 04/22/2019


Dining Services Director I
Description: Job ID2019-90383JOB OVERVIEW Sunrise is the best place that I've ever worked, simply because of the people. We provide quality care in an environment that feels like home. Our focus is doing what's right (more...)
Company: Sunrise Senior Living
Location: Severna Park
Posted on: 04/22/2019

Assistant Food & Beverage Operations Manager (NE) - Renaissance Baltimore Harborplace Hotel (190013R
Description: Heres To Your Journey with Renaissance Hotels Resorts Sts You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask why when given an explanation. (more...)
Company: Marriott International, Inc.
Location: Columbia
Posted on: 04/22/2019

Director of Business Development - Own a Franchise
Description: Director of Business Development:
Company: Franchise Career Advisors
Location: Newark
Posted on: 04/22/2019

Senior Project Manager - Water Resources
Description: Job descriptionPrinceton Hydro, LLC is looking for immediate hire, an enthusiastic and diversely experienced Water Resources Engineer who is highly-qualified in the design of natural systems and available (more...)
Company: Princeton Hydro, LLC
Location: Trenton
Posted on: 04/22/2019

Nursing: Case Manager
Description: Nursing: Case ManagerMedPro Healthcare Staffing, a Joint Commission-certified staffing agency, is seeking a quality Case Manager/ Utilization Review Registered Nurse RN for a travel assignment with (more...)
Company: MedPro Healthcare Staffing
Location: Phoenixville
Posted on: 04/22/2019

Safety Manager
Description: The Reybold Group, a well established Real Estate Development/Construction Company is currently seeking an experienced Safety Manager--responsible for the overall Safety of the workforce and compliance (more...)
Company: Reybold Group
Location: Philadelphia
Posted on: 04/22/2019

VP Content Frameworks
Description: At Company, we 're committed to a world that 's always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we (more...)
Company: Education, Columbia, MD
Location: Columbia
Posted on: 04/22/2019

Log In or Create An Account

Get the latest Pennsylvania jobs by following @recnetPA on Twitter!

Reading RSS job feeds