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Treasury F&S Sr Advisor (Team Lead) Cardholder Servicing-3rd shift

Phoenix, Arizona

Job Description:

Line of Business Role Description

This position is for a team lead within Global Commercial Card in which one would coach, train, and develop advisors. May be required to be only leader on site (on weekends) and take on initiatives to drive efficiency, cost reductions and improve the client experience throughout the business. May act as subject-matter-expert in onboarding and training and is able to handle multiple simultaneous complex activities. Must be able to work in a high-volume, high-execution and high-capacity environment. Responsible for executing support to the managers, executing LOB strategy, managing escalated calls, researching and resolving complex client issues, analyzing data, identifying trends and providing feedback and recommendations to leadership. Executes service level agreements and manages relationships with business partners. Implements process and procedural changes to meet production deadlines, enhance efficiency and high quality interactions while ensuring adherence to regulatory requirements. Ensures associates have the tools, training and resources to deliver an optimal experience.  Responsible for identifying and addressing risk issues. Accountable for the successful resolution of all client requests and for overall client satisfaction within the team. Defines opportunities to meet associate and customer satisfaction goals within the team and at the site level including: Coaching/Mentoring Band 6 advisors, championing employee satisfaction and engagement work streams, and escalating customer or employee issues. Reports directly to a CCHS Team Manager.

Required Skills

1 – 3 years of leadership/coaching experience

1 year experience with servicing credit card products.

1 – 2 years of experience in financial industry.

1 – 3 years of experience in working in customer relations.

1 – 2 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detained written procedure.

Ability to provide a positive customer experience through creative solutions.

Ability to work flexible hours. Our site is open 24x7 and leadership coverage may be needed at any time

Comfortable with ongoing change and learning new technology/processes.

Comfortable providing ongoing performance feedback and coaching

Other Qualifications

∙ Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

∙ Excels in working among diverse viewpoints to determine the best path forward

∙ Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

∙ Commitment to challenging the status quo and promoting positive change.

∙ Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

∙ Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

3rd Shift Role-Must be able to work shifts Monday-Sunday 11:30m-9:30am

Job Band:

H5

Shift: 

3rd shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Line of Business Role Description

This position is for a team lead within Global Commercial Card in which one would coach, train, and develop advisors. May be required to be only leader on site (on weekends) and take on initiatives to drive efficiency, cost reductions and improve the client experience throughout the business. May act as subject-matter-expert in onboarding and training and is able to handle multiple simultaneous complex activities. Must be able to work in a high-volume, high-execution and high-capacity environment. Responsible for executing support to the managers, executing LOB strategy, managing escalated calls, researching and resolving complex client issues, analyzing data, identifying trends and providing feedback and recommendations to leadership. Executes service level agreements and manages relationships with business partners. Implements process and procedural changes to meet production deadlines, enhance efficiency and high quality interactions while ensuring adherence to regulatory requirements. Ensures associates have the tools, training and resources to deliver an optimal experience.  Responsible for identifying and addressing risk issues. Accountable for the successful resolution of all client requests and for overall client satisfaction within the team. Defines opportunities to meet associate and customer satisfaction goals within the team and at the site level including: Coaching/Mentoring Band 6 advisors, championing employee satisfaction and engagement work streams, and escalating customer or employee issues. Reports directly to a CCHS Team Manager.

Required Skills

1 – 3 years of leadership/coaching experience

1 year experience with servicing credit card products.

1 – 2 years of experience in financial industry.

1 – 3 years of experience in working in customer relations.

1 – 2 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detained written procedure.

Ability to provide a positive customer experience through creative solutions.

Ability to work flexible hours. Our site is open 24x7 and leadership coverage may be needed at any time

Comfortable with ongoing change and learning new technology/processes.

Comfortable providing ongoing performance feedback and coaching

Other Qualifications

∙ Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

∙ Excels in working among diverse viewpoints to determine the best path forward

∙ Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

∙ Commitment to challenging the status quo and promoting positive change.

∙ Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

∙ Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

3rd Shift Role-Must be able to work shifts Monday-Sunday 11:30m-9:30am

Shift:

3rd shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21071641

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Larisa McLaughlin

Referral Bonus:

0

Street Address

Primary Location:
1825 E BUCKEYE RD, AZ, Phoenix, 85034