VP of Customer Insight
Company: Fin'l Services General, Denver, CO
Posted on: February 15, 2019
A COMPANY TO BE PROUD OF At Company we invite you to share our vision and commitment to excellence in everything that we do. Our 16,000 people around the globe are entrepreneurial and innovative and serve our clients and customers with precision and reliability because they count on us to deliver, every time. DIVERSITY IS A STRENGTH Across our global team, we see diversity as a source of strength. The more perspectives we have, the better equipped we’ll be to meet the demands of our diverse global customer base. We want every person who joins our team, every customer and every supplier to feel welcome. We are an Equal Opportunity Employer and believe in equality for everyone, regardless of age, national or ethnic origin, sex, gender identity or expression, race, color, religion, disability, sexual orientation, protected veteran status or other characteristics protected by applicable law. That applies throughout our company, around the world with no exceptions, regardless of differences. We will hire, develop, reward, promote and retain people purely on the basis of their talents, commitment, potential and the results they achieve. We will work hard to make sure everyone is included within our organization, removing barriers and obstacles to give everyone an equal opportunity to succeed. OUR VALUES Our key values – Certainty, Ingenuity and Advantage – drive everything we do: you can count on us to deliver with precision and reliability, every time. We look beyond today’s problems to find tomorrow’s solutions, focusing on finding new and better way to unlock your competitive edge and help you achieve your business goals. A ROLE YOU WILL LOVE This role is responsible for ensuring customers’ experience with SLS is positive, proactive and engaging and meets the customer where they want to transact business. In addition, this role is the official Customer Ombudsman with a significant amount of independence to represent the interest of the borrowers and authorized third parties (ATPs) in addressing all Notices of Error and Escalated or High Risk issues. This role has responsibility to lead customer experience initiatives and personnel in order to improve borrower experience at all points of contact and, in the event that a consumer has concern, this role is responsible to ensure a full resolution is achieved and communicated to the borrowers, ATPs, and regulatory agencies both verbally and in writing. This role is a consumer advocate responsible to prepare and provide complex reporting on customer experience projects, as well as issues and recommendations for process improvements as necessary. Primary Accountabilities Lead all aspects of SLS’ Notice of Errors (NOE) response processes. Including receiving, researching, and responding to Notices of Errors, Requests for Information, and Escalated/High Risk complaints received from customers or their authorized representatives (including NOEs received directly from Regulatory agencies). This includes establishing, measuring and reporting on agreed upon quality metrics. Lead and oversee the Executive Services call center, including establishing; measuring and reporting on agreed upon quality metrics. Manage and oversee connectivity between Dispute Management and Executive Services to ensure proactive outreach and consistent verbal and written communication to customers until their concerns are resolved this will include management of dispute and executive services staff and Supervisors. Oversee the Complaint Analysis process for SLS including management of NOE reporting, facilitation of regular analysis meetings and recommending operational processes changes as appropriate to reduce complaint volume. Lead Customer Experience team members, recommend process changes to improve the customer experience and ensure consistent messaging to customers and clients; implement Customer Experience initiatives. Interact directly with clients as needed to present departmental workflows, company-wide complaint management processes and customer experience initiatives. In addition, interact with clients as needed to de-escalate and resolve concerns related to identified complaints. Other Duties as assigned by Management WHAT WE NEED FROM YOU Required: Excellent communication skills; both verbal and written Excellent customer service skills Ability to prepare and present structured materials to any size group in a professional and organized manner Ability to supervise and lead various levels of employees; management level to line level associates. Strong analytical and research skills to determine trends, root cause and provide reporting Ability to handle multiple tasks and deadlines with attention to detail Preferred: Strong negotiation skills Proficient knowledge of personal computers using Microsoft suite of programs Working knowledge of Quandis Working knowledge of RESPA complaint management 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and Experience Required: Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. 3+ years of Supervisory experience Preferred: Call Center management experience Experience interacting with Regulatory Agencies 3+ years experience with regulations such as FDCPA, FCRA, SCRA, Reg X, Reg Z, HPA and Bankruptcy Code to include Chapters 7, 11, and 13 3+ years experience in financial services. Mortgage Servicing experience preferred. 2+ years of complaint management or Quality Assurance/Quality Control oversight of complaint management processes Travel Required It is expected that this position may include travel up to 25% of the time. This is subject to change based on many factors, including business needs.
Keywords: Fin'l Services General, Denver, CO, Denver , VP of Customer Insight, Executive , Denver, Colorado
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