Lead / AM Customer Support - Banking Process
1 week ago
Key Responsibilities:
- Lead the Customer Advocacy and Reporting team to drive business growth through customer insights and data-driven decision-making.
- Develop and implement customer advocacy strategies to enhance customer satisfaction and loyalty.
- Handle and respond to customer complaints filed with regulators on behalf of the bank.
- Design and deliver reports and dashboards to stakeholders using SQL and data visualization tools such as Tableau.
- Provide exceptional customer service and support to internal stakeholders, resolving inquiries, escalations, and issues in a timely and professional manner.
- Stay updated with industry trends and best practices in customer advocacy and reporting, applying learnings to improve processes.
- Manage and mentor team members, ensuring performance excellence and continuous improvement.
Required Skills & Qualifications:
- 412 years of experience in Customer Advocacy, Customer Service, or related functions within Retail Banking (Fraud, Risk, Account Opening, KYC, AML, etc.).
- Experience in voice customer support processes; non-voice background candidates may also be considered if communication skills are exceptional.
- Strong expertise in SQL and Tableau for reporting and analytics.
- Proven track record of people management and stakeholder management (for Lead/Manager level).
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