About the Role
You will lead a newly growing desk focused on banking, credit, and money movement. You will build the foundation of this function and scale it as the business area grows. This role is based in Westlake, Texas, with in person attendance expected at least five days per week. You will own and shape customer experience initiatives, partner with cross functional teams to improve processes, and mentor leaders to deliver exceptional service to customers.
Requirements
- Strong external banking and credit leadership experience (experience from institutions like Capital One or JP Morgan is highly preferred).
- Proven ability to lead through change and scale a team in a fast paced environment.
- Strong subject matter expertise in banking products, credit services, and money movement operations.
- Exceptional time management, interpersonal, communication, and relationship building skills.
- Passion for coaching, mentorship, and developing future leaders within your team.
- Strong critical thinking and logical problem solving skills to isolate and resolve escalated issues.
- A proactive mindset to creatively discover ways to improve productivity and quality for the Customer Experience team.
Responsibilities
- Drive performance, coaching, and development for a team handling banking and credit inquiries.
- Navigate rapid business changes and guide your team through transitions.
- Ensure high schedule effectiveness and strict SLA adherence across the team.
- Actively monitor agent performance, providing constructive feedback and leveraging data to improve team outcomes.
- Partner with cross functional leaders to advocate for the customer and influence the roadmap.
- Positively contribute to the CX culture, fostering a resilient and customer obsessed environment.
Benefits
- Challenging, high impact work to grow your career.
- Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
- Best in class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
- Lifestyle wallet a highly flexible benefits spending account for wellness, learning, and more.
- Employer paid life and disability insurance, fertility benefits, and mental health benefits.
- Time off to recharge including company holidays, paid time off, sick time, parental leave, and more.
- Exceptional office experience with catered meals, events, and comfortable workspaces.