DescriptionThe Transmission Support Team provides high quality technical and transactional support via phone and email. Our specialists serve as the primary support contact for internal and external clients utilizing various file delivery & API based services for both transaction initiation and reporting.
As a Client Service Manager your role will be two-fold, both managing a team of Transmission Support specialists, as well as acting as an Escalation Manager. This role requires extensive cross-organizational reporting, executive communications, and interactions with business partners at all levels across multiple lines of business. You will also be responsible for ensuring daily tasks are completed, in addition to leading and participating in departmental projects. You will be challenged to stretch outside your comfort zone, learn new things, and to challenge the status quo, helping the team evolve to better meet the needs of our clients and internal partners.
Job Responsibilities:
- Manage people/resources appropriately to ensure that we meet or exceed network and skill level SLAs for all channels.
- Provide oversight of work queues and required daily tasks. Ensuring activities are completed within established SLAs.
- Provide coaching to team members to address performance concerns and to promote professional development and growth.
- Escalation Management, partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals.
- Drive enhancements/innovation within existing processes/policies in order to promote client experience improvements or reductions in call & email volumes/durations.
- Thought leadership, follow through and execution as it relates to driving efficiencies and/or EOS initiatives
- Support the development and maintenance of policies, procedures, and training materials.
- Demonstrate a strong understanding of the Process and Business by participating in/ leading key Business Priorities, across geographies
- Drive awareness and think outside the box when it comes to risks; positively promote compliance across the organization.
- Safeguard sensitive and/or client (PII) information while ensuring timely escalation and reporting of potential fraud or security breaches as per policy
Required Qualifications, Skills and Capabilities:
- 5+ years of Customer Service experience.
- 2+ people management experience
- Flexible to work in night shifts and/or weekends; Able to work on holidays and outside of normal coverage times as needed.
- Ability to work in a fast-paced performance driven environment; Ability to quickly adapt and learn new products and technologies
- Self-motivated and self-managing, demonstrating sound judgment and effective decision making. Effective analytical approach and complex problem-solving skills.
- Effective time management and organizational skills; Ability to prioritize, handle multiple tasks and work under pressure in a team environment
- Intermediate MS Office and standard PC skills.
- Strong verbal and written communication skills. Able to translate complex technical information into simple terms.
- Ability to communicate and consult with clients concerning highly sensitive information; Able to build and maintain good working relationships with business partners. Mobilizing resources across teams when needed to address client concerns.
- Results oriented and sustainable high-performance record; A proactive approach to problem solving, taking ownership of issues, and having the determination to follow through. Escalate issues as appropriate.
Preferred Qualifications, Skills and Capabilities:
- 2+ years of Technical Support experience
- Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures.