Customer Service Manager
Bank BPH - Guaynabo, PR

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Customer Service Manager

Career Level:
Experienced

Function:
Financial Services Operations

Function Segment:
Customer Service

Location:
Puerto Rico

U.S. State, China or Canada Provinces:

City:
Guaynabo

Postal Code:
00968-3028

Relocation Assistance:
No

Role Summary/Purpose:
Manage a group of customer service agents in a fast-paced call center environment.

Essential Responsibilities:
  • Lead the daily operations of a team of 15-20 Frontline Customer Service Representatives within the Multi-Portfolio.
  • Achieve & maintain service levels as identified in client agreements & business center goals.
  • Cultivate environment of trust, teamwork, self-confidence & ownership.
  • Develop & implement programs to motivate employees & stimulate high sense of business ownership & urgency.
  • Ensure compliance with operational instructions both state & federal regulations.
  • Ensure high level of client/customer satisfaction, client relations & quality standard.
  • Coordinate multiple priorities & demonstrate initiative in completing projects.
  • Provide leadership, communication, coaching, professional development & skills enhancement to teams handling incoming calls.
  • Analyze department performance & proactively identify & implement strategies to improve quality, productivity & profitability.
  • Identify & address training/development needs.
  • Special assignments & other duties as assigned.

    Qualifications/Requirements:
  • Must be able to work from 4:00 pm to 1:00 am including weekends and holidays in a 7 day per week operating environment.
  • 1+ years of supervisory experience, preferable in call center environment
  • Experience with credit card operations
  • 2+ years customer service experience in banking or other financial institutions
  • PC skills with Microsoft Office programs (Excel, Word)
  • Bilingual (English & Spanish)

    YOU MUST BE ABLE TO SATISFY THE REQUIREMENTS OF SECTION 19 OF THE FEDERAL DEPOSIT INSURANCE ACT

    Eligibility Requirements :
  • All applications for employment must be submitted through either http://www.gecareers.com or the Career Opportunity System (COS) to be considered
  • 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 selection process
  • If currently a GE employee, you must have been in your current position for at least 6 months (AP) or 24 months (PB or greater), have at least a "consistently meets expectations" performance rating and have the approval of your manager to post (or the approval of your manager and HR to apply if you don't meet the time-in-job or performance requirement)
    For U.S. employment opportunities, GE hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. GE will require proof of work authorization. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

    Additional Eligibility Qualifications:

    Desired Characteristics:
  • Bachelor's degree
  • 3+ years call center customer service experience
  • Experience with credit card operations
  • Knowledge of GE Capital Services, processes, systems and clients/portfolios
  • Leadership experience with teams of 10+ direct reports
  • Strong analytical, problem-solving skills
  • Demonstrated ability to anticipate the need for, define strategies, initiate & lead change
  • Strong oral, written & interpersonal communication skills
  • Team player, innovative, excellent communication and facilitation skills
  • Demonstrated ability to overcome obstacles & consistently deliver results
  • Experience in participating in Quality & Process Management initiatives
  • Excellent organization, prioritization, time management, and multi-tasking
    Job Segments: Customer Service, Service Manager, Banking, Bank, Temporary, Finance, Contract