Responsibilities

• Lead and mentor a team of Customer Advocacy Associates, ensuring they are equipped to handle complex customer issues effectively.
• Serve as the primary point of contact for escalated customer complaints, utilizing product and service expertise to drive resolution.
• Collaborate with cross-functional teams to identify root causes of customer dissatisfaction and implement improvements to processes and policies.
• Oversee quality assurance operations, ensuring high standards in customer interactions and advocacy outcomes.
• Manage the escalation process, ensuring timely and compliant resolutions of customer complaints.
• Analyze customer feedback and complaint data to inform strategic decisions and enhance the customer experience.
• Develop and maintain relationships with external vendors to ensure optimal performance and adherence to service standards.

Requirements

• Proven experience in customer service or advocacy roles, preferably in the financial services sector.
• Strong leadership skills with a track record of managing and developing teams.
• Exceptional problem-solving abilities and a customer-focused mindset.
• Excellent communication skills, both verbal and written, with the ability to convey complex information clearly.
• Experience with quality assurance processes and complaint management systems.
• Ability to analyze data and derive actionable insights to improve customer experiences.
• Strong organizational skills and the ability to manage multiple priorities effectively.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Flexible work arrangements to promote work-life balance.
• Opportunities for professional development and career advancement.
• A dynamic and inclusive work environment that values innovation and collaboration.
• Access to company-sponsored wellness programs and resources.