Director - Customer Relations - USA Lending Sector

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)