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Co-Founder at Confidential
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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)
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