Senior Manager - Customer Care

  •  

Birmingham, AL

Industry: Business Services

  •  

5 - 7 years

Posted 343 days ago

Description

Green Dot Corporation, along with its wholly owned subsidiary bank, Green Dot Bank, is a pro-consumer financialtechnology innovator with a mission to reinvent personal banking for the masses. Green Dot invented the prepaid debit card industry and is the largest provider of reloadable prepaid debit cards and cash reload processing services in the United States. Green Dot is also a leader in mobiletechnology and mobilebanking with its award-winning GoBank mobile checking account. Through its wholly owned subsidiary, TPG, Green Dot is additionally the largest processor of tax refund disbursements in the U.S. Green Dot's products and services are available to consumers through a large-scale "branchless bank" distributionnetwork of more than 100,000 U.S. locations, including retailers, neighborhood financial service center locations, and tax preparation offices, as well as online, in the leading app stores and through leading online tax preparation providers. Green Dot Corporation is headquartered in Pasadena, Calif., with additional facilities throughout the United States and in Shanghai, China.

Summary

The primary responsibility of the Senior Customer Care Manager is to build and maintain strong, productive relationships between multiple internal and external customers of Customer Care Operations. Responsibilities include providing direction and development to the Call Center coaches, operations lead and other support staff. 

 

Responsibilities

  • Develop and implement processes to enable employees to consistently meet Customer Care business objectives such as FCR, CSAT and costs.

  • Analyze trends, monitor and manage multiple Key Performance Indicators (KPIs) including but not limited to Service Level, Quality Assurance, Average Handle/Work Time work and unavailable time.

  • Oversight and governance of Dispute process specific to Reg E compliance.

  • Act as liaison between Internal Operations Teams and Care Leadership to ensure strong and clear communications/objectives.

  • Primary day-to-day contact for operation support, performance and initiatives.

  • Promote initiatives to inspire high morale, employee retention and job satisfaction.

  • Identify opportunities (process improvement initiatives, event avoidance, strategy, training, tools/job aids) that will help the team meet objectives

  • Lead weekly performance discussions with team to gain knowledge and deployment best practices to provide continuous communication improvement, consistency and best practice suggestions.

  • Develop written updates summarizing accomplishments, opportunities for improvement against, objectives, and recommended next steps based on analysis and observation.

  • Directs the activities of the Call Center Teams.

  • Responsible for reporting on escalation team’s daily, weekly, and monthly performance.

  • Identify monthly trends and process improvement opportunities

  • Coordinate with other departments to resolve issues involving the Customer Care department.

  • Manage assigned projects as needed.

 

Requirements

  • Bachelor's degree is preferred.

  • 5 to 7 years of call center experiencerequired.

  • 3 to 5 years of leadership experience in call center environment preferred.

  • Knowledge of Call Center infrastructure and technologiesrequired.

  • Must have a technical aptitude with an ability to explain technical issues to various levels of management.

  • Must be able to inspire, manage and coach a team of agents with strong background in Customer Service and Reg E.

  • Must have strong working knowledge of Financial Industry standards and practices.

  • Must be self-motivated with a strong work ethic.

  • Strong organizational, analytical and time management skills.

  • Strong troubleshooting, process workflow and communications skills.

  • Solid influencing skills, with demonstrated change agent capability.

  • Excellent oral, written and interpersonal communication skills at all levels.

  • Strong team-oriented leadership skills.

  • Innovative, creative, highly motivated and results-oriented to apply knowledge to resolve complex business problems that are multi-dimensional and often unstructured and without precedent.

  • Vision and passion to achieve world-class Customer Service performance.

  • Ability to travel up to 10% of the time.

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