Experience Inc. Jobs

Job Information

KeyBank NA Embedded Banking Client Service Team Manager in Cleveland, Ohio

Location: For Those Who Work At Home - Various, Ohio 44145 Client Service Team Manager is responsible for handling various escalated and complex requests surrounding the day-to-day servicing clients. Client Service Team Manger will lead a group of Client Service Specialists which will handle escalated client requests or concerns to include conversations with the client, document detail in bank complaint tracking system and presenting root cause findings to leadership for improvement of overall experience for the customer. They will assist with client conversions and implementations, updating equipment configurations, financial account updates and be the escalation point for Relationship Managers, as appropriate. They will manage additional business expectations for the client and internal partners as expected to assist with revenue goal and business priorities. ESSENTIAL JOB FUNCTIONS Manage employees who handle client service requests to maintain SLA's and accuracy of responses Validate conversations with clients drive to the root cause issues and assist with escalated issues to determine best next steps for client and resolve client issues. Includes tracking and reporting on root causes to executive leadership. Document escalated issues in bank complaint tracking system. Support client acquisition, cross-sell, and/or retention initiatives through providing tracking information as well as insights based on client escalation analysis. Analyze & Maintain portfolio by creating proactive outreach campaigns for client engagement and implementation driving to business revenue goals Digital Servicing Platform improvements including pricing, entry enhancements and equipment. Be point of escalation for Relationship Managers and other internal/external resources. Partner effectively with internal partners to validate success of third-party relationship and provide process improvement guidance to enhance efficiencies to leadership. Drives continuous improvement in partnership with Product Management, Operations, and Vendor partners to improve the efficiency and effectiveness of the implementation process Manage & update procedures with our internal/external partners to enhance the client experience Direct and manage third party partner to assure client experience and revenue results are as determined Work across multiple functions providing support, leadership and subject matter expertise to marketing, sales, finance, technology, operations, and compliance in order to accomplish objectives Maintain subject matter expertise; identify trends, changes or shifts in client and competitor behaviors and regulatory and competitive forces that impact these products. Initiate and conduct necessary research that may need to be done in conjunction with onboarding projects. The position may require limited travel to attend industry meetings and conferences as well to assist Business Development opportunities when required. Create, distribute, and present monthly and quarterly business reviews to direct manager and executive leadership Review and analyze and action daily call reporting from vendor to verify procedures are being followed and clients' needs were met, additional outreach to the client, if appropriate. Assist with training and implementation for clients that have escalated through third party partner or internal partner. Create and maintain full inventory of policies and procedures for KTIP Servicing business and work with internal audit teams to validate safety and soundness of business Lead operationalization efforts for all new product launches working with internal and external teams. Create and deliver ad hoc report as requested and appropriate. Maintain and up to date forms and agreements library to ensure the correct versions are being utilized REQUIRED QUALIFICATIONS Five + years in financial services; acquiring, accoun