Job Summary: 

• Assist with the development strategies to provide the best service to both external and internal customers
• Evaluate and ensure that the team has access to all resources to successfully complete tasks in a timely manner
• Provide daily, weekly and monthly feedback to each team member as well as write quarterly and annual performance reviews
• Coordinate and organize documentation, QA & Training Team to provide training to new hires
• Represent as a leader in critical product development and issue resolution calls
• Assist management with communication with the team regarding any new or critical information
• Develop and maintain positive and appropriate working relationships with team and peer members
• Identify training opportunities for the team
• Supervise staff with daily activities and provides guidance.
• Upholds all policies and procedures, company culture, and values

Skills on Resume:

• Service Strategy Development (Hard Skills)  
• Resource Evaluation (Hard Skills)  
• Performance Feedback (Soft Skills)  
• Training Coordination (Hard Skills)  
• Leadership Representation (Soft Skills)  
• Team Communication (Soft Skills)  
• Relationship Management (Soft Skills)  
• Staff Supervision (Soft Skills)

Job Summary: 

• Perform other relevant duties deemed necessary to achieve department and company-wide goals
• Provides guidance directly to customer, or determines most appropriate bank contact which to forward the inquiry.
• Assists with account inquiries and transfers, processes customer check orders and stop payments, and various other financial services aspects 
• Maintains and orders department supplies and equipment and handles network password assistance.
• Perform client trainings and demonstrations onsite 
• Utilize laboratory information system and sales management software to enter, gather, and analyze data. 
• Review and analyze data to provide management information/statistics, including the identification and reporting of process failures, to support the overall delivery of processes.
• Focused on continuing to expand leadership skills, experience, and capability.
• Responsible for individual tasks and projects defined, directed and supported by management
• Assist with hiring, training, and performance review of the team
• Collaborate with other departments to assist with customer issues

Skills on Resume:

• Task Management (Soft Skills)  
• Inquiry Handling (Soft Skills)  
• Financial Processing (Hard Skills)  
• Supply Management (Hard Skills)  
• Client Training (Hard Skills)  
• Data Analysis (Hard Skills)  
• Leadership Skills (Soft Skills)  
• Cross-Departmental Collaboration (Soft Skills)

Job Summary: 

• Hire and train an amazing team of CX agents to provide exceptional service to the couple's using platform to plan wedding and wedding guests.
• Partner with senior management and support leaders across shifts and locations to foster an atmosphere of compassion, service and integrity.
• Nurture and develop team of direct reports by investing in personal growth and education.
• Continuously raise the bar of white-glove customer service within organization.
• Work cross-functionally across shifts and service locations to meet departmental goals and KPIs.
• Handle the day-to-day operational management of the team in partnership with the other shift supervisors. Facilitate seamless handoffs between shifts and support fellow colleagues.
• Continuously brainstorm ways to improve customers' experience and provide feedback to internal team.
• Handle escalated calls and make good judgment calls in sticky situations 
• Participate in ad-hoc projects to support company-wide goals and initiatives. 
• Continually challenge the status quo and think outside the box to create a better experience for team and couples.
• Identify customer impact issues and schedule employees

Skills on Resume:

• Team Hiring (Hard Skills)  
• Training and Development (Soft Skills)  
• Cross-Functional Collaboration (Soft Skills)  
• White-Glove Customer Service (Soft Skills)  
• Operational Management (Hard Skills)  
• Creative Problem-Solving (Soft Skills)  
• Conflict Resolution (Soft Skills)  
• Project Participation (Hard Skills)  

Job Summary: 

• Meet all deliverables and goals set by department.
• Meet all regulatory agency requirements as pertain to job function.
• Exercise problem-solving and analysis skills to rapidly solve day to day process challenges and opportunities.
• May lead a team of Data Integrity Specialist and/or Quality Assurance Specialist
• Identify, suggest and support leaders with implementing change to processes and procedures to meet future business demands and improve current efficiency.
• Work with the business representatives and subject matter advisors to assess requirement and define business processes to facilitate development of business solutions.
• Provide input and feedback on issues relevant to company and client programs, work in progress, marketing initiative and sales assistance.
• Coach, mentor and train supervised team members on approach and quality initiatives.
• Create and develop Standard Operating Procedure (SOP) processes for department. 
• Initiate new SOPs and assist when needed for updates / modifications to existing processes / procedures.
• Development and delivery of training and educational presentations to internal team members. 

Skills on Resume:

• Goal Achievement (Soft Skills)  
• Regulatory Compliance (Hard Skills)  
• Problem-Solving (Soft Skills)  
• Team Leadership (Soft Skills)  
• Process Improvement (Hard Skills)  
• Business Analysis (Hard Skills)  
• Team Coaching (Soft Skills)  
• Standard Operating Procedures (Hard Skills)

Job Summary: 

• Leads the Customer Support Team in daily duties, acting as a point person for training, questions, coaching and reviews.
• Provides excellent service to customers and co-workers, including actively promoting and selling additional bank products and services.
• Leads interviewing process and makes quality hiring decisions.
• Serves as liaison for department and leads in implementing new projects and procedures.
• Manages staffing models, assembles schedules and forecasts upcoming workload requirements.
• Develops Service Level Agreements and assists the team in meeting established goals.
• Ensures team has the appropriate training and resources to effectively manage customer calls to ensure customer satisfaction and first contact resolution.
• Supports customers via phone, email, web chat and secure messaging via Online & Mobile Banking channels.
• Advocates use of self-service channels and assists customers with online and mobile banking, debit and credit cards, and other technology services.
• Identifies and works with Solution Center Director to implement changes that will advance the department and increase efficiency and customer satisfaction.
• Maintains positive attitude while promoting department, services, and functions in a fast-paced, multi-faceted environment.

Skills on Resume:

• Team Leadership (Soft Skills)  
• Customer Service (Soft Skills)  
• Sales Promotion (Hard Skills)  
• Interviewing and Hiring (Hard Skills)  
• Project Implementation (Hard Skills)  
• Workforce Planning (Hard Skills)  
• Service Level Management (Hard Skills)  
• Multi-Channel Support (Hard Skills)

Job Summary: 

• Ensuring staff is briefed on current processes and procedures
• Acting as the primary escalation point for difficult questions or dissatisfiedcustomers
• Represents Customer Support by participating in planning and implementation meetings with other departments
• Act as liaison between 3rd Party vendors and Registry contacts, and collaborate cross-departmentally for various projects and escalations.
• Anticipate the logistical needs of the team to offer proactive solutions before issues arise.
• Prioritize tasks, excel at time management, and be detail-oriented with outstanding follow-through.
• Continually improve and evolve departmental procedures and daily activities by utilizing technology and tracking systems/tools.
• Provide relevant industry information and education to the team to promote an ongoing excellent customer experience.
• Retain documentation and provide daily progress reports
• Participate in activities designed to improve customer satisfaction and business performance
• Maintain knowledge of Great HealthWorks products and/or services and departmental policies and procedures

Skills on Resume:

• Staff Training (Soft Skills)  
• Escalation Management (Soft Skills)  
• Cross-Departmental Collaboration (Soft Skills)  
• Vendor Management (Hard Skills)  
• Proactive Problem Solving (Soft Skills)  
• Time Management (Soft Skills)  
• Process Improvement (Hard Skills)  
• Industry Knowledge (Hard Skills)

Job Summary: 

• Map out support processes to look for pockets of inefficiency and provide recommendations for how to improve these processes
• Assist with the development of online engagement and reputation procedures, policies, and standards
• Monitor and respond to customers through email, online social media channels (Facebook, Instagram, Twitter), corporate pages, marketplaces (eBay, Walmart, Amazon) and review sites for respective brands
• Monitor and respond to customers through telephone
• Assist agents with handling customer inquiries and grievances and ensure timely and accurate resolution
• Assist with the implementation and adherence to departmental productivity standards and KPIs
• Assist with capacity planning and workload management by monitoring tasks and assignments and providing suggestions to management regarding scheduling and headcount
• Help onboard and train new agents
• Provide regular reporting on the performance and quality of the support team
• Handle supervisor calls, complaints, and questions, and find the best and most efficient way to resolve
• Work with senior leadership and legal to escalate any emergency issues

Skills on Resume:

• Process Improvement (Hard Skills)  
• Policy Development (Hard Skills)  
• Social Media Management (Hard Skills)  
• Customer Communication (Soft Skills)  
• Team Training (Soft Skills)  
• Capacity Planning (Hard Skills)  
• Reporting and Analysis (Hard Skills)  
• Conflict Resolution (Soft Skills)  

Job Summary: 

• Assist in developing department strategy and executing departmental plans.
• Lead and implement large scale department improvement projects.
• Survey and monitor client needs and services satisfaction.
• Research and develop new services and/or sales to further grow and expand business opportunities within local operations.
• Assist with the supervision and coordination of log-in and sample control function
• Meet financial goal and objectives
• Meet established turnaround time expectations for services rendered
• Achieve report accuracy standards including yield goals
• Achieve and maintain compliance with policies, procedures and ethics requirements
• Maintain workplace safety and ensure client satisfaction

Skills on Resume: 

• Project Management (Hard Skills)
• Strategic Planning (Hard Skills)
• Data Analysis (Hard Skills)
• Customer Satisfaction Surveying (Hard Skills)
• Leadership (Soft Skills)
• Communication (Soft Skills)
• Compliance Awareness (Hard Skills)
• Workplace Safety Management (Hard Skills)

Job Summary: 

• Ensure adherence to and implementation of the guidelines set forth in the BV-CPS Quality Manual as well as maintenance of the quality system.
• Monitor the work environment for safety hazards and promptly recommend or take action to address any and all concerns in accordance with location safety procedures.
• Address external customer complaints and implement corrective actions, as well as any necessary intervention with the customer.
• Write, train, implement and update administrative procedures, as required.
• Assist Manager in executing the budget, helping to ensure achievement through controlling expenses, meeting revenue, and forecasting potential issues
• Provide training for new requirements, services offerings, or technologies.
• Maintain up-to-date knowledge of current client specifications/requirements and PAID information.
• Enhance customer and support service offerings, working with staff to provide recommendations for internal and external clients regarding services.
• Assist in maintaining and improving operational, administrative, and computer procedures and systems.
• Developing plans to respond to changing market conditions, client requirements, or changing priorities.
• Coordinate and document responses to requests for quotations/proposals

Skills on Resume:

• Quality System Maintenance (Hard Skills)  
• Safety Hazard Monitoring (Hard Skills)  
• Complaint Resolution (Soft Skills)  
• Procedure Implementation (Hard Skills)  
• Budget Management (Hard Skills)  
• Training Delivery (Hard Skills)  
• Service Enhancement (Soft Skills)  
• Market Response Planning (Soft Skills)