Job Summary:

• Demonstrated ability and desire to succeed, grow, learn, and apply new skills,
• Outstanding leadership skills and a passion for building teams,
• Engage, and communicate with team members to achieve goals,
• Provides team members with training, feedback, and direction to ensure performance.
• Fosters a work environment that maximizes team involvement, morale, and engagement.
• Monitors attendance, productivity, and other performance standards and provide coaching and counseling to team members to help them meet and exceed required metrics goals.
• Completes all necessary records and reports in a timely and accurate fashion.
• Understands the relationship between decision-making and profitability.
• Manages people, processes, and resources to meet strategic priorities.
• Maintains a culture of inclusion so everyone may succeed.
• Executes changes effectively, following clear plans and processes.
• Serves as a resource and communication liaison to internal customers and external customers by responding to inquiries about results, quality, or other issues.

Skills on Resume: 

• Leadership and Team Building (Soft Skills)
• Performance Management (Hard Skills)
• Record Keeping and Reporting (Hard Skills)
• Decision-Making and Profitability (Hard Skills)
• Strategic Management (Hard Skills)
• Change Management (Hard Skills)
• Communication and Customer Service (Soft Skills)
• Inclusive Leadership (Soft Skills)

Job Summary:

• Oversees and directs staff engaged in efficiently and effectively resolving issues affecting customers. 
• Maintains detailed records and reports. 
• Works with customers as part of the escalation process to handle complaints and expedite resolution. 
• Facilitate problem resolution by working with product TSR staff and other
• Monitors calls with Customer Support Agents as part of the QA process. 
• Uses data and anecdotes to correct and improve CSA performance and, when appropriately "sanitized" as part of the feedback loop to the training program. (approximately 20%)
• Manages personnel activities of staff in accordance with corporate and QS/1 guidelines, to include hiring, training, appraising, rewards, discipline and termination. 
• Implement balanced scorecard assessments for staff
• Promotes and maintains a high quality, professional, service-oriented company image. 
• Ensures the distribution of customer surveys, collection of data and appropriate follow-up
• Perform analysis of survey data for the annual assessment regarding client satisfaction with different department areas including but not limited to scheduling, event coordination, event production, and event equipment
• Serve as the first point of contact for resolving customer service and scheduling issues and ensuring appropriate concerns are addressed with the leadership team

Skills on Resume: 

• Leadership and Supervision (Hard Skills)
• Customer Issue Resolution (Hard Skills)
• Complaint Handling (Hard Skills)
• Quality Assurance (QA) (Hard Skills)
• Training and Development (Hard Skills)
• Performance Management (Hard Skills)
• Survey Management (Hard Skills)
• Communication and Collaboration (Soft Skills)

Job Summary:

• Keep in regular contact with the client base proactively, travelling to client premises when necessary.
• On-board new clients and assist the Manager with business development.
• Ensure deadlines are met, prioritising work effectively.
• Highlight any issues to clients when not agreed at planning stage and help to overcome them quickly and to the clients satisfaction.
• Be aware of billing considerations to ensure that staff are working efficiently.
• Keep management informed of progress and escalate any issues when necessary.
• Preparing quotes for clients prior to the commencement of jobs.
• Managing work-flow, team meeting and staff planning.
• Leading accounts jobs and some audits if necessary.
• Completing tax calculations
• Ensuring deadlines are met and assignments are completed on time.
• Undertaking WIP analysis for billing.
• Attending clearance meetings for accounts / audits when required with Manager.

Skills on Resume: 

• Business Development Support (Hard Skills)
• Time Management and Prioritization (Hard Skills)
• Issue Resolution and Client Satisfaction (Soft Skills)
• Financial Acumen (Hard Skills)
• Progress Reporting and Escalation (Hard Skills)
• Workflow Management (Hard Skills)
• Accounting and Audit Skills (Hard Skills)

Job Summary:

• Coordinate the day-to-day operations and requirements of Client Floor
• Collaborate with the wider Client Services team and ensure the seamless operation of the client floor.
• Coordinate catering with in-house kitchen and/or agreed suppliers for meetings and events
• Provide waiter service to the client floor, work as lead on the floor and supervise after hours events
• Provide coaching and training / development to team members.
• Manage rostering and leave approvals, and escalate issues to Team Leader where appropriate
• Collaborate with Business Operations teams nationally and drive the national alignment of policies, procedures, services and products
• Participate in the maintenance of the Client Floor cleaning, premises and equipment
• Provide coverage on the reception desk when required and meet and greet clients in a professional manner
• Assist with AV set up and support as per the firm's ‘tier 1’ procedure guides.
• Assist with troubleshooting and escalation
• Use key technology tools to manage workflows on the client floor (such as EMS Room Booking System, AMX system, Cisco Webex, etc)

Skills on Resume: 

• Operations Coordination (Hard Skills)
• Team Collaboration (Soft Skills)
• Event Management (Hard Skills)
• Customer Service (Soft Skills)
• Training and Development (Hard Skills)
• Administrative Management (Hard Skills)
• Policy Alignment and Implementation (Hard Skills)
• Technical Proficiency (Hard Skills)

Job Summary:

• Set agendas and leads team and vendor meetings as well as participate in client meetings to ensure active and timely follow-through of required actions 
• Manage and monitor team members process on projects and ensure that projects are completed in a timely manner while providing stellar customer service 
• Serve as point of escalation for Project Manager and Project Coordinator tickets
• Responding as appropriate or coaching team members and looping in or keeping senior managers appraised and informed as circumstances require 
• Act as a mentor, as well as train and coach Project Manager and Coordination teams to meet goals and maintain and enhance team performance 
• Manage the tracking of all orders, assessing coordinator workload distribution, identifying potential efficiencies and improvements 
• Communicate regularly with all parties regarding project status, including internal team, clients, vendors and other partners to ensure project timelines while maintaining exceptional customer service 
• Create and monitor Smartsheet project data for each team member to ensure that project information is entered accurately and in a timely manner 
• Create and monitor Tableau dashboards and assist in developing additional solutions to improve performance 
• Attend client management meetings and participate/present when needed.
• Provide direction to Client Services team members, utilizing proper judgment and escalate matters to upper management

Skills on Resume: 

• Leadership (Soft Skills)
• Project Management (Hard Skills)
• Escalation Management (Hard Skills)
• Mentoring and Coaching (Soft Skills)
• Process Improvement (Hard Skills)
• Communication Skills (Soft Skills)
• Data Management and Analysis (Hard Skills)
• Client Relationship Management (Soft Skills)

Job Summary:

• Promote teamwork to achieve successful results 
• Manage work assignments and balances the team's daily workload 
• Provide energetic floor support and on the job training 
• Work independently and with the flexibility to assist with any job function within the department 
• Assist with call auditing and answering team e-mail 
• Create and manages individual and team projects 
• Assist with escalated calls 
• Create and provide reporting 
• Participate in activities designed to improve customer satisfaction and business performance. 
• Follow administrative protocols to ensure proper documentation, data maintenance, and internal records to assure HIPAA compliance 
• Manage order and invoicing and stock management
• Identify opportunities to improve processes and practices to enhance the service offering
• Follow workplace health and safety procedures and ensure compliance with Covid safe work and food practices

Skills on Resume: 

• Team Leadership and Workload Management (Soft Skills)
• Training and Support (Soft Skills)
• Project Management (Hard Skills)
• Analytical and Reporting Skills (Hard Skills)
• Regulatory Compliance and Documentation (Hard Skills)
• Operational Efficiency (Hard Skills)
• Process Improvement (Hard Skills)
• Independent and Flexible Work (Soft Skills)

Job Summary:

• Understanding and applying Billing processes in a variety of scenarios 
• Directing and training staff on key job duties, answering individual questions, and mentoring career development 
• Working with management to develop department processes and procedures 
• Actively addressing team questions and concerns 
• Handling in-depth and more complex calls 
• Reviewing written and oral communication between customer service personnel and customers to ensure the interaction quality conforms to Company customer service standards 
• Evaluating call data to determine patterns and forecast staffing needs 
• Continually monitor department scheduling needs to maintain adequate service standards 
• Making decisions within authority on customer service processes and individual customers’ accounts
• Ensure alignment on project requirements and that services are delivered to clients right the first time, on time, and on budget, while minimizing risks.

Skills on Resume: 

• Billing Processes (Hard Skills)
• Staff Training and Development (Soft Skills)
• Process Development (Hard Skills)
• Team Leadership and Support (Soft Skills)
• Handling Complex Customer Interactions (Soft Skills)
• Quality Assurance (Hard Skills)
• Data Analysis and Forecasting (Hard Skills)
• Scheduling and Resource Management (Hard Skills)
• Project Management (Hard Skills)

Job Summary:

• Oversee and direct staff engaged in efficiently and effectively resolving issues affecting customers. 
• Maintain detailed records and reports. 
• Work with customers as part of the escalation process to handle complaints and expedite resolution. 
• Facilitate problem resolution by working with product TSR staff and other 
• Monitor calls with Customer Support Agents as part of the QA process. 
• Use data and anecdotes to correct and improve CSA performance and, when appropriately "sanitized," as part of the feedback loop to the training program. 
• Manage personnel activities of staff in accordance with corporate and QS/1 guidelines, including hiring, training, appraising, rewards, discipline and termination. 
• Implement balanced scorecard assessments for staff 
• Promote and maintain a high-quality, professional, service-oriented company image. 
• Perform Advanced Service Desk Problem Resolution.
• Develop a strategic plan for global client support based on IT best practice assessment and industry trends. 

Skills on Resume: 

• Customer Service Management (Soft Skills)
• Record Keeping and Reporting (Hard Skills)
• Complaint Handling and Escalation (Soft Skills)
• Problem Resolution Facilitation (Soft Skills)
• Quality Assurance and Monitoring (Hard Skills)
• Data-Driven Performance Improvement (Hard Skills)
• Personnel Management (Soft Skills)
• Strategic Planning and Implementation (Hard Skills)

Job Summary:

• Hiring, terminating, coaching, annual and interim performance reviews and resolution of other personnel issues
• Supervises the Frontline branch operations to ensure adequate staffing levels
• Conducts one-on-one’s with team members to support the training and development of Client Services Specialists
• Facilitates team meetings and outings to promote teamwork, communication, trust and respect
• Directs, coordinates and monitors activities to implement the Bank’s policies, procedures and practices concerning customer service and transaction processing
• Actively promotes the Premier Experience service standards to internal and external customers in person, on the telephone and through email/mail communication
• Provides the highest level of customer service to achieve client service goals
• Handles or assists in resolving technical and/or complicated transactions and operational issues
• Ensure the Frontline staff attends Customer Experience (CX) Meetings, Core Value Celebration Calls and completes quizzes
• Ensures compliance to applicable internal policies and procedures, federal and state regulations, responds to internal audits and certifications
• Serves as backup to Frontline in all operational areas including the processing of banking transactions and time-sensitive tasks, ordering currency and coin, imaging, scanning and wire transfers
• Serves as backup to Frontline to service and maintain CIP, account data and/or various customer requests including address changes, online banking password resets, account closing, stop payments and debit cards
• Participates in the development and enhancement of equipment and training procedures with the Frontline Training & Development Manager

Skills on Resume: 

• Personnel Management (Soft Skills)
• Operational Supervision (Hard Skills)
• Training and Development (Hard Skills)
• Team Building (Soft Skills)
• Customer Service Excellence (Soft Skills)
• Problem-Solving (Soft Skills)
• Compliance and Regulation (Hard Skills)
• Multitasking and Backup Support (Hard Skills)

Job Summary:

• Observes and coaches direct reports on product and service knowledge and recognizes opportunities to teach
• Facilitates the opening and maintenance of all deposit and consumer loan accounts, including application and On-Board 22261 processes
• Meets annual quality and production goals (II)
• Acts as a liaison to business and ag bankers for deposit and banking services
• Maintain strong knowledge of Choice Financial’s systems, products, services, policies and procedures to recommend products or services to customers that will benefit them.
• Includes referrals to operating units such as insurance, wealth, mortgage and leasing
• Assist with completing special projects and assignments by Senior Management
• Actively participate in internal and external continuing education for Frontline operations and leadership
• Maintain complete confidentiality with regards to customer accounts, loans and bank relationships
• Perform duties outside the normal scope
• Project a positive image of Choice Financial when representing the organization
• Actively supports management and organizational goals
• Adapt to meet the ever-changing customer and community needs

Skills on Resume: 

• Coaching and Training (Soft Skills)
• Financial Services Knowledge (Hard Skills)
• Goal-Oriented (Soft Skills)
• Liaison Skills (Soft Skills)
• Product and Service Expertise (Hard Skills)
• Project Management (Hard Skills)
• Continuous Learning and Adaptability (Soft Skills)
• Professionalism and Confidentiality (Soft Skills)

Job Summary:

• Administer performance standards to meet the service expectations of a broad client base and productivity measures to identify and track progress and customer satisfaction.
• Continually assesses performance through established standards and applies corrective measures
• Maintain effective communications with clients.
• Analyze and interpret the needs of customers and offer appropriate solutions.
• Works closely with other members in the department, to provide the support needed by clients.
• Assigned as a client's single point of contact for client's activities.
• Stays up to date on all CU Facilities policies and procedures, helping clients navigate through services.
• Utilizes various resources throughout CU Facilities to help deepen the client's relationship with CU Facilities.
• Give approvals (within applicable limits) to CSSs, while factoring in available funds, risk and suspicious activity
• Serves as a backup in the opening and maintenance of all deposit and consumer loan accounts, including the On-Board 22261 process

Skills on Resume: 

• Administering Performance Standards (Hard Skills)
• Performance Assessment and Corrective Measures (Hard Skills)
• Effective Communication (Soft Skills)
• Needs Analysis and Solution Offerings (Hard Skills)
• Collaboration and Teamwork (Soft Skills)
• Single Point of Contact (Hard Skills)
• Knowledge of Policies and Procedures (Hard Skills)
• Resource Utilization (Hard Skills)

Job Summary:

• Responsible for overall activities of the Service Desk and Incident Management Process
• Working with other IT Managers to ensure timely and accurate resolutions of problems and requests.
• Implement a culture focused on continual improvement with strong collaboration with internal support teams and the Service Desk.
• Define ITIL processes working with ITIL Manager and integrate within the Service Desk function.
• Acts as a liaison between the internal customer and IT department. Identifies and understands the needs of the business. 
• Responsible for communications and notifications to the business.
• Develop and maintain ISO work instructions and SOPs.
• Identify trends and potential problems by proactively reviewing incident reports from the ITSM tool. 
• Analyzes and interprets data for notification and reporting to the Problem Manager.
• Establish Service Desk and support metrics and create daily, weekly and monthly reports for continuous improvement.
• Measure customer satisfaction and identify and implement service improvements.

Skills on Resume: 

• IT Service Management (Hard Skills)
• Leadership and Collaboration (Soft Skills)
• Continuous Improvement (Soft Skills)
• ITIL Framework (Hard Skills)
• Customer Focus (Soft Skills)
• Communication Skills (Soft Skills)
• Documentation and Compliance (Hard Skills)
• Data Analysis and Reporting (Hard Skills)

Job Summary:

• Define Service Desk staffing levels for Level I support and desk-side support. 
• Monitor workload within the Service Desk area and make appropriate staffing and assignment changes.
• Proven success in managing a Service Desk/Help Desk function, Incident Management activities, and service level agreements.
• Experience with coaching and performance management of technicians.
• Experience managing multi-site teams as well as outsourced resources.
• Establish and measure metrics to evaluate the performance of the Service Desk and IT service delivery.Proven success in training, coaching and mentoring staff.
• Measure customer satisfaction and handle service issues within the organization.
• Communicate clearly and concisely in English.
• Develop productivity and effectiveness metrics and implement long-term process improvement goals.
• Develop and manage SLAs and OLAs with other IT areas and business units.
• Obtaining and maintaining a good working knowledge of all areas of the business in order to understand business needs and provide customer service support.

Skills on Resume: 

• Service Desk Management (Hard Skills)
• Workload Monitoring (Hard Skills)
• Incident Management and SLA Adherence (Hard Skills)
• Coaching and Performance Management (Soft Skills)
• Team Management (Soft Skills)
• Metrics Development and Measurement (Hard Skills)
• Customer Satisfaction Management (Soft Skills)
• Communication and Stakeholder Management (Soft Skills)