Director – Customer Relations – USA Lending Sector (15-24 yrs)

Director – Customer Relations – USA Lending

– Driving increases in conversion and customer engagement through automation, sales training, focus on process improvement and customer experiences

– Developing and executing enhancements to our product and process to mitigate early stage loan delinquencies

– Creating thorough and impactful training materials and working with the team to enhance their effectiveness and impact

– Serving as the authority on digital customer service, including self-service, service automation, journey analytics, adoption, and deployment of solutions

– Utilizing quantitative analyses to improve effectiveness, efficiency, and capacity planning

THE QUALIFICATIONS :

– Undergraduate degree, with Master’s or higher strongly preferred

– 15+ years experience in the customer service/support or sales function with demonstrated results. With progressively increasing responsibilities

– 5+ years of experience leading a high-performing metrics-based team at a fast-paced, tech-first company experience in Global Financial Services strongly preferred

– Superior data and analytics skill set with an ability to derive insights and drive change

– Proven record of building strong teams with focus on growth and mentorship – must be KPI driven and have very high EQ

– Must have an innate sense of service and empathy for others (customers and employees)