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Team Lead – Complaints Management Process

ICONMA

Key Facts

Remote From: 
California (USA)
Full time
Senior (5-10 years)
English

Other Skills

  • •
    Communication
  • •
    Microsoft Excel
  • •
    Collaboration
  • •
    Problem Solving
  • •
    Customer Service
  • •
    Adaptability

Roles & Responsibilities

  • Strong verbal and written communication skills
  • Strong Banking knowledge
  • Good MS Excel and presentation skills
  • Knowledge of various Regulations including CFPB and OCC

Requirements:

  • Review of customer feedback
  • Classifying and analyzing customer feedback
  • Establishing trends and communicating the analysis with Vendor’s onshore counterparts
  • Collaborate with team members to achieve performance targets
  • Identify and escalate priority issues to the appropriate channels
  • Offer solutions and alternatives to customers in a timely manner
  • Ensure customer satisfaction by providing high-quality service
  • Participate in training sessions to enhance product knowledge

Job description

Our Client, an IT Services and Consulting company, is looking for a Team Lead – Complaints Management Process for their Remote location.
 
Responsibilities:
  • Review of customer feedback.
  • Classifying & analyzing customer feedback.
  • Establishing trends and communicating the analysis with Vendor’s onshore counterparts
  • Collaborate with team members to achieve performance targets.
  • Identify and escalate priority issues to the appropriate channels.
  • Offer solutions and alternatives to customers in a timely manner.
  • Ensure customer satisfaction by providing high-quality service.
  • Participate in training sessions to enhance product knowledge.
  • Adapt to new processes and technologies as required.
  • Maintain a positive and professional demeanor at all times.
  • Contribute to team meetings and share best practices.
 
Requirements:
  • Strong verbal & written communication skills,
  • Strong Banking knowledge.
  • Good MS Excel & presentation skills.
  • Knowledge of various Regulations including CFPB and OCC,
 
Why Should You Apply?  
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law.
 
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  • CUSTOMER COMPLAINT MANAGER
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