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Assistant Vice President, Customer Service

Apply Req ID: oYyHdfwa Date posted 10/09/2020

Description

Summary of Responsibilities:

The Manager, Customer Service Team Management monitors and directs customer service teams in a call center environment. S/he is responsible for the coaching, development, training and motivation of Managers and Associates with the objective of optimizing the effectiveness and efficiency of people and processes, to achieve the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Essential Functions:

  • Supervises, trains, and develops team of Managers in leadership skills and reporting competencies to maximize customer satisfaction.

  • Executes the vision and direction of customer service in conjunction with the departmental vision set forth by Executive Management.

  • Coordinates and manages the implementation of major initiatives impacting customers and the Customer Service team.

  • Leads initiatives for customer service including risk mitigation, operational quality and continuous improvement.

  • 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.

  • Coaches the team to achieve customer loyalty through reduction of customer effort, issue and problem resolution, and delivering service excellence.

  • Mitigates risk by ensuring direct and indirect reports adhere to state and federal regulations and established company policies and procedures.

  • Prepares staff to provide appropriate levels of support to customers, both internal and external.

  • Manages performance issues as needed to ensure associates meet or exceed minimum department expectations.

  • 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.

  • Leverages relationships with internal business partners to improve performance efficiencies and identify process improvements.

  • Monitors and maintains compliance requirements and code of ethics.

Other Functions:

  • Other duties as assigned.

Supervisory Responsibilities:

  • Manages subordinate managers and professional staff. Is responsible for the strategic guidance, development and evaluation of employees. Carries out supervisory responsibilities in accordance with Santander’s policies and applicable laws.

Requirements:

  • Education -Bachelor's Degree: Business, Finance or equivalent field.

  • or equivalent work experience: Equivalent combination of education and experience may be substituted in lieu of degree.

Experience:

  • 3-5 years demonstrated leadership and management skills, including training and mentoring skills to coach the staff

  • 5-9 years experience in auto-finance or call center environment

  • Superior industry/product knowledge

  • Excellent communication, negotiation, sales and closing skills a must

  • Excellent organizational and time management skills

  • Strong PC skills including Microsoft Office and Collection applications

  • Ability to maintain confidentiality.

Working Conditions:

  • Extended working hours may be required as dictated by management and business needs.

  • Travel to multiple facilities may be required.

  • May be required to lift, push, or pull materials weighing up to twenty (20) pounds.

  • May be required to sit and review information on a computer screen for long periods of time

  • May require repetitive motions of the hands and wrist related to writing and typing at an electronic keyboard

  • Corporate / satellite office role

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