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Director Customer Care

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Description

Summary:

Evaluates, designs, executes, measures, monitors and control business processes. Manages a team of Customer Satisfaction Ambassadors. The Director of Customer Experience deals with ordering, structuring, and bringing in the management's attention to a major incident or a problem, which has escalated beyond its limits. Ensure that business process outcomes are in harmony with an organization’s strategic goals. Work collaboratively across all departments of the servicing to help improve the management of a business process. Focus on the entire process from beginning to end, introducing innovation into the process that can impact results, enhance profitability and assist the organization to meet its business objectives goals.


Essential Job Functions may include:

  • Lead and coach a team of CSAs to ensure that all customer interactions are handled per agency and federal regulations
  • Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
  • Assembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertise
  • Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process
  • Coordinating with the LOBs leaders to ensure complaints data/analysis is reviewed and appropriate actions are taken to mitigate and not have repeat offenders
  • Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
  • Assuring the team's availability and proper handling of an escalation ensuring customer satisfaction before closing the escalation.
  • Manage complex customer situations and taking the lead in ensuring customer is handled with most attention.
  • Ownership for driving progress and resolution of critical customer escalations
  • Perform audits, or reviews, of servicing escalations.
  • Identify Controls in place to mitigate any identified risks.
  • Identify areas at an acceptable risk level and ensure senior management is made aware.
  • Identify any potential process improvements or system enhancements that could assist a Department with control improvements.
  • Assist departments with process improvements or suggestions as to how risk can be mitigated within a process of a department.
  • Works cross-functionally to drive optimized service business design within the servicing department through opportunity/issue identification, systemization, testing, training and deployment.
  • Understand the servicing department’s use of systems, reports & tools and function as a subject matter expert.
  • Develops recommendations for improvement based on observation, data analysis, audit recommendation, and evaluation of business cross departmental workflow.
  • Leverages tools and methodologies to drive implementation consistently across the lines of business.
  • Implement and initiating reporting to senior management around complaint monitoring and forward look into the mitigation of complaints as a whole. 

Please enter Job Requirements

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.


Education and/or Experience:

  • Bachelors or higher degree in marketing with a concentration in analytics, statistics, computer science, or similar field.
  • Expert knowledge and demonstrated application of SAS, including macros, stat and graph
  • Knowledge of industry practices for lending preapproval/prescreening, and invitation to apply campaigns along with close familiarity with Credit Bureau data and practices
  • Experience with marketing analytics and campaign management
  • Good working knowledge of SQL and Oracle (or similar) relational databases
  • Ability to deliver results under time constraints and meet aggressive timelines
  • Proficiency in initiating, establishing and maintaining relationships with the business community
  • 5 to 10 years of Database Marketing or similar practical experience in financial services industry – preferably mortgage or credit card

 

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.


Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.


Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

Work Complexity:

Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

 

 

 

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

 

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

 

Employer’s Rights :

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

 

 

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

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