Join Customer Resolution Services (CRS), a key unit within Centralized Transaction Operations, Service and Resolution, part of Consumer and Community Banking (CCB). As a Transactions Manager I, you'll enhance customer experience by resolving claims like Amount mismatch, Missing Deposit, and more, using strong analytical skills to prevent losses.
As a Transactions Manager I in Customer Resolution Services, you will oversee a team of 15-18 specialists, managing daily SLA requests and customer inquiries. Your role involves proactive volume management, complex request reviews, and ensuring adherence to policies. You'll foster a positive work environment, focusing on productivity and quality, while maintaining process knowledge and communication with internal partners.
Job responsibilities
Oversee daily SLA requests, escalations, and customer requests.Manage team's incoming volumes and pending requests timely and accurately.Communicate with internal business partners regarding process issues.Conduct 1x1 sessions with staff, addressing performance issues.Evaluate staff performance and provide feedback.Analyze staffing and volume trends for optimal capacity planning.Demonstrate excellent communication and customer relations skills.Develop a focus on quantifiable productivity and quality.Conduct team meetings and reviews periodically.Required qualifications, capabilities, and skills
Degree or equivalent experience preferred A minimum one year of leadership/supervisory experience preferred Proven team leading ability.Research and problem-solving knowledge.Organizational skills, attention to detail, and time management.Follow complex methods and procedures in diverse tasks.Adaptability to change and change management skills.Industry knowledge, especially debits/credits and adjustments.Proficiency in MS Office, including Outlook, Word, and Excel.Ability to keep team members engaged and motivated.Good coaching skills and presentation ability.Preferred qualifications, capabilities, and skills
Flexible to work in shifts.