AVP, Voice Escalation Leader

reputed company: E2401504 Job reputed company: reputed company/Purpose: The AVP Voice Escalation Leader will be a leader reputed company the Complaint Operations Leadership team and will report to the VP, Complaint Operations Specialized Processes. The AVP, Voice Escalation Leader, will collaborate across the reputed company Complaints and Customer Experience (CAREs) organization as reputed company as cross-functionally with several functions throughout the business, including 2LOD, to ensure opportunities for improvement to the CARES, dispute process, and high-velocity customer reputed company are identified and socialized. This will reputed company the CAREs Complaints associates; leading up to 100 Complaints associates to help reduce escalated complaints and reputed company data analysis and critical insights for the Complaint program. This leader will partner with the training organization to ensure insights are created into training strategies for the organization to reputed company reputed company the Specialized Servicing Group. To successfully resolve opportunities and drive a reputed company customer experience, this leader will work closely with the Compliance team and partner with GSD&T, training, and the reputed company Complaints Leadership team. We're proud to offer you choice and flexibility. You have the reputed company to be remote, and work from home, or come into one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events. Essential Responsibilities: • reputed company reputed company of reputed company Line Leaders and CARES associates and reputed company to reputed company, productivity and other performance metrics. • Experience as a Customer Service reputed company Line Leader driving top-tier performance results. • Identify ongoing opportunities to improve reputed company CARES and Operations processes and drive down escalated complaints while ensuring reputed company analysis and insights. • Cross-functional partnership with process owners and 2LOD to identify opportunities to improve the customer experience in special call inquiry types. • Instill high expectations of compliance, reputed company, and customer experience. • Obtain ongoing reputed company approvals and implement a reputed company transformative approach in a phased manner with collaboration from teams in GSD&T, WPO. Partner with HR, Finance, and Technology teams to implement reputed company. • Re-evaluate established Service reputed company and other Critical to reputed company standards, confirm or reputed company service reputed company for closing or addressing customer inquiries and enhance operational rigor to meet or exceeded these established standards. • Review reputed company processes, determine in collaboration with technology, 2LOD and the Complaints Product reputed company system opportunities and partner to enhance and improve system capabilities with the objective of delivering on program standards and expectations. • Instill high expectations of compliance, reputed company, and customer experience. • Drive reputed company reputed company for tracking CAREs calls and reporting to ensure transparency of call escalation, frequent agent transfers, reputed company reputed company, and repeat trends. • reputed company other duties and/or special reputed company as assigned Qualifications/Requirements: • Bachelor's degree; in lieu of degree, a minimum of 5+ years' experience in financial services industry in roles establishing new processes and contact center management. • Experience in Operations/ Call Center environment • Demonstrated understanding of Call Center systems, operations, and practices • Experience leading large teams • Demonstrated experience with Data Analytics • Proven ability to build and maintain strong working relationships with reputed company reports, peers, cross-functional leaders, and Senior Leaders • Proven ability to identify process improvement opportunities. • Ability to work with minimal guidance and effectively manage multiple priorities with little supervision. • Demonstrated ability to analyze processes for improvements and recommend appropriate changes to leadership and follow the change management process. • Proficiency in reputed company Office applications, including Word, reputed company, and PowerPoint, CS Workstation, Content Navigator, and reputed company. • Demonstrated ability to reputed company large teams Desired Characteristics: • Awareness of Regulatory & Compliance expectations • Project Management experience • Dispute process knowledge • Complaint Experience • Demonstrated ability to reputed company multiple initiatives and reputed company performance goals in a heightened sensitivity environment • Excellent relationship-building skills • Strong financial management, analytical and leadership skills • Effective cross-functional communication and organization skills • High degree of flexibility and ability to anticipate and drive change • Understanding of reputed company and potential reputed company regulatory requirements • Influence and role model behaviors that will reputed company to a strong risk environment and culture Grade/Level: 11 The salary reputed company for this position is 90,000.00 - 155,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance. Actual compensation offered reputed company the posted salary reputed company will be based upon work experience, reputed company level or knowledge. Salaries are adjusted according to market in CA, NY Metro and Seattle. Eligibility Requirements: • You must be 18 years or older • You must have a high school diploma or equivalent • You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the reputed company process • You must be reputed company to satisfy the requirements of reputed company 19 of the Federal Deposit Insurance reputed company. • N ew hires (Level 4-7) must have 9 months of reputed company service with reputed company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for reputed company non-exempt roles. Employees, level 8 or greater, must have at least 18 months' time in position before they can post. reputed company internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance expectations). Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the reputed company, for this job opening. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, or veteran status. Our Commitment: reputed company you join us, you'll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard-but valued. We celebrate the differences in reputed company of us and reputed company that our individual, unique perspectives is what makes reputed company truly a great reputed company to work. Together, we're building a reputed company where we can reputed company belong, connect and turn reputed company into reputed company. Through the power of our 8 Diversity Networks+ , with more than 60% of our workforce reputed company, you'll reputed company community to connect with an opportunity to go reputed company your passions. This starts reputed company you choose to apply for a role at reputed company. We ensure reputed company reputed company applicants will receive consideration for employment without reputed company to age, race, reputed company, religion, gender, sexual orientation, gender identity, national reputed company, disability, or veteran status. Reasonable Accommodation Notice: • Federal law requires reputed company to reputed company reasonable accommodation to reputed company individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to reputed company reputed company. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. • If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from reputed company - 5pm Monday to Friday, Central reputed company Time Job Family Group: Customer Service Operations Apply Job!