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Description
Summary: The Customer Experience Manager will be responsible for overseeing all customer complaints and feedback received through the Customer Solutions Center, ensuring they are handled efficiently and effectively. This Customer Experience Manager will lead and manage a team of customer service professionals focused on handling feedback provided by customers. The role will involve overseeing the team’s performance, providing support and guidance, and elevating the voice of our customers.
Duties and Responsibilities:
• Manage a team of customer experience and complaint specialists, providing leadership, support and guidance
• Develop and implement strategies to improve customer experience and satisfaction
• Develop and maintain reports, dashboards, and data visualizations to track key performance metrics and provide insights to senior leadership.
• Research complex problems and acts independently to resolve
• Set performance goals and objectives for the team and monitor progress towards achieving them
• Conduct regular team meetings and one-on-one coaching session to provide feedback and take a pulse on strategy
• Provide recommendations and actionable insights to drive strategic decision-making and optimize processes.
• Ensure all customer complaints are handled in a timely and professional manner
• Collaborate with other departments to address customer issues and improve overall customer experience
• Maintain accurate records of complaints and resolutions
• Ensure all process and implemented strategies have an accompanying standard operating procedure
• Stay current on industry trends, best practices, and emerging technologies in banking and call center operations to provide informed recommendations and guidance.
• Performs other duties as assigned
Basic Qualifications:
• Bachelor’s degree or at least 5 years of related experience
• High School diploma with 9 years of experience/education in a related field may be considered.
• 3+ years of proven experience in customer and complaint management
• Excellent communication skills, both written and verbal, with the ability to communicate clearly and effectively to all levels of leadership.
• Strong analytical skills, attention to detail, and the ability to work collaboratively with call center leadership and colleagues to achieve operational objectives of all verticals
• Complaint management experience
• Some travel is required
Preferred Qualifications:
• Ability to multitask and work in a fast–paced environment with strong organizational skills and attention to detail
• Strong proficiency with Microsoft Office Suite and CRM Software
• Ability to multitask and work in a fast–paced environment
• 3+ years’ experience in call center environment
Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)
Yes
Workplace Type:
Hybrid
Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.
Tobacco-Free Hiring Practice: Visit Huntington’s Career Web Site for more details.
Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position
This employer will not sponsor applicants for the following work visas: F-1 student, H-1B worker, O-1 worker, TN worker, E-3 worker. Applicants must be currently authorized to work in the United States on a full-time basis.
