Lead operational delivery and optimisation of collections and recovery strategies at Marshmallow. Ensure effective cash recovery while adhering to Consumer Duty principles.
About the role
- Lead business unit work teams in a call center/bank operations environment at M&T Bank. Monitor workflows, document processes, and resolve customer issues in a hybrid role.
Responsibilities
- Lead business unit work teams with responsibility for multiple product lines
- Monitor and assign workflow
- Document team processes, make recommendations for improvement, provide on the job training, and research and resolve highly specialized and/or sensitive issues for the work team
- Liaise with first line risk and second line of defense personnel with respect to customer issues
- Research and resolve complex internal and external customer issues
- Serve as department lead for special projects impacting the work team
- Provide reporting to work team leadership and prepare monthly departmental reporting for management
Requirements
- 4 years of higher education and/or relevant work experience in a call center or bank operations environment
- 1 years' work leadership experience
- Excellent customer service skills with the ability to use tact and diplomacy
- Strong knowledge of relevant spreadsheet, word processing, and presentation software
- Strong knowledge of departmental systems, documents and procedures
Benefits
- Health insurance
- 401(k) matching
- Paid volunteer time
- Flexible work arrangement
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