Account Servicing Manager
1 week ago
We are seeking a highly skilled Account Servicing Manager to oversee the day-to-day operations of our Account Services team. As a key member of our team, you will be responsible for managing escalation inquiries, developing process and procedure improvements, and supervising employees to ensure exceptional customer service and team productivity.
Key Responsibilities:
- Master our process workflows and systems to optimize team efficiency and effectiveness.
- Provide feedback and coaching to team members to enhance their knowledge and technical acumen.
- Measure and maximize staff productivity through metrics and effective workforce management.
- Develop and maintain updated knowledge of collections techniques and procedures.
- Develop and maintain policies and document procedures to ensure compliance and best practices.
- Manage the implementation of projects in related areas of focus, delivering on targets and established deadlines.
- Coordinate closely with team members to communicate project or team status and success metrics.
- Develop documentation of implemented solutions and provide to supporting personnel.
- Assist with new hire training activities as needed.
Requirements:
- 3+ years of Bank Operations experience required; Fintech experience preferred.
- 2+ years of supervisory experience in a call center environment.
- Financial Institution experience.
- Excellent leadership and management skills.
- Superior written and verbal communication skills.
- Excellent problem-solving, negotiation, and analytical skills.
- Good organizational skills and attention to detail.
- Strong interpersonal and active listening skills.
- Exceptional customer service skills.
- Proficiency in Microsoft, Cloud-Based Products, Google Sheets.
- Ability to work well in a fast-paced, multi-task environment, and be team-oriented.
Preferred Qualifications:
- Bachelor's degree.
- Fintech experience.
What We Offer:
- Great open office space.
- Paid time off (PTO).
- 401K matching.
- Comprehensive benefits package: Medical, dental, vision, life insurance & disability.
- Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation.
- Paid parking or platinum pass.
- New Hire Training Program.
- Wellness Incentive Program.
- Kitchen fully stocked with snacks and beverages.
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