Now Hiring - Call Center Vendor Manager in Wilmington, DE

Customer Experience/Vendor Manager

Our client, a Financial Services Technology Firm is seeking their next Customer Experience Manger/Vendor Manager. This Advocacy Manager will provide oversight of vendor service providers for their loan servicing area and will also be direct responsibility for customer escalation resolution. This role primarily requires the performance management of a vendor supervisory team and their subordinates; however, certain situations will necessitate direct customer contact. This reports directly to the Head of Customer Service Performance Optimization, located in Wilmington, Delaware with a hybrid work schedule.

Responsibilities:

• Monitor performance and KPIs to ensure that contractual SLAs are consistently met and where necessary, make tactical recommendations to improve efficiency and effectiveness
• Provide candid and actionable feedback to all levels of vendor support from front line agents to senior level managers
• Where intervention is required, conduct necessary customer outreach, and operate autonomously to resolve customer escalation issues
• Collaborate with vendor talent acquisition and human resource departments to assist with the on-boarding and development of new hire agents
• Develop an audit cadence to ensure Information Security protocols are adhered to
• Ensure required system access is established, maintained, and terminated for vendor users
• Ensure that vendor partners have completed annual education as required by the compliance department
• Continually review education material to ensure that information is accurate and updated in line with the newest system developments
• Collaborate with other areas to customize education material for unique call center requirements
• Collaborate with affiliates and partners to develop customizable and scalable “white label” education as appropriate
• Maintain process documentation associated with all reporting tasks and conduct training for team members as needed to drive self-service of routine reporting tasks
• Collaborate with legal and compliance to ensure that customer facing policies and procedures are catalogued
• Complete periodic stress tests for technologies employed to ensure continued functionality

Required Qualifications

• Strong understanding of traditional customer contact metrics and KPIs
• Foundational understanding of financial services products, including a strong grasp of the mechanics for unsecured, closed ended loans and other retail banking instruments
• Vendor Management
• Performance management and supervisory experience
• Experience in customer contact, customer resolution, and issue resolution
• Collections, Escalations and/or Customer Service Call Center experience (Preferred)
• Must have strong analytical and problem-solving skills
• Excellent organization, time management, and follow-up skills while exhibiting a high sense of urgency
• Strong computer skills, ability to learn new systems/software, proficiency in Microsoft Office suite, Logic Gate, Sales Force, Tableau, Azure, and ZenDesk are preferred
• Bachelor’s Degree (Preferred)

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Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• Bachelor's (Required)

Work Location: Hybrid remote in Wilmington, DE 19806