Client Care Manager
2 weeks ago
Banesco USA is seeking a highly skilled Client Care Manager to lead our Client Care Business Unit (in-house call center). As a key member of our team, you will be responsible for driving business growth, improving customer satisfaction, and ensuring operational efficiency.
Key Responsibilities:- Develop and implement strategies to improve key performance indicators (KPIs) and drive business growth.
- Lead a team of call center agents, providing coaching, training, and performance management to ensure high customer satisfaction and compliance with Bank's procedures.
- Collaborate with cross-functional teams to identify process improvements and implement changes to enhance operational efficiency.
- Analyze call center statistics and metrics to identify areas for improvement and develop recommendations to enhance customer experience.
- Prepare and present regular reports to management on call center performance, highlighting successes and areas for improvement.
- Bachelor's Degree in Business Administration or related field, or equivalent experience.
- Five (5) years of experience in a call center, with three (3) years in a management/supervisory role.
- Advanced computer skills, including proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.).
- Knowledge of related State and Federal banking compliance regulations.
- Bilingual in English and Spanish, with the ability to fluently speak, understand, read, and write both languages.
- Strong verbal and written communication skills, with the ability to communicate at all levels of the organization.
- Competitive salary
- PTO
- Hybrid Work Model (remote and on-site work)
- Tuition reimbursement
- Paid parental leave
- Medical, Dental, Vision
- 401k
- Life Insurance
- Supplemental Insurances
- Short-Term & Long-Term Disability Benefits
Banesco USA is part of Banesco International, a worldwide group of financial institutions with presence in 16 countries. We promote the ongoing professional and personal development of our employees, embracing challenges and adapting to the changing environment of today's world. Our values are rooted in Reliability, Responsibility, Quality, and Innovation. We believe that we all have the ability to transform our daily tasks into significant contributions, and therefore, Leave Our Mark.
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