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Posted: Wednesday, February 7, 2018 7:14 PM

Discover your opportunity with Union Bank and become a part of one of the world s leading financial groups. Union Bank is a member of Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we re 13,000 strong, working together to positively impact every customer, organization, and community we serve. At Union Bank, we aim to be the premier and most trusted West Coast bank, serving customers with high-touch, local delivery and global capabilities as we leverage our rich, 150-year history. This is all part of our inclusive, high-performing culture supported by competitive Total Rewards, including our cash balance pension plan. Join a team that s working to fulfill its vision to be the world s most trusted financial group.
# Job Summary:
Responsible for overseeing the daily operations of supporting the Bank's unsecured lending products including retail and small business credit card customers through a third party vendor model. Responsible for ensuring that customer needs and preferences drive operations service delivery, functionality and operational effectiveness at non-branch channel back-office touch points, including correspondence, telephone, and Internet support. Leads implementation and support projects directly relevant to the ongoing growth of the operational technologies. This includes creating, reviewing and approving business requirements, participating in user acceptance testing, reviewing customer collateral for operations, creating and writing new desktop procedures, and ensuring training of unsecured lending needs. Development and administration of quality assurance programs to ensure compliance with procedures and regulatory requirements. Manages direct and indirect staff of a third party vendor.
# Major Responsibilities:
30% Strategy Identification and Development:
+ Design and develop credit card lending operations strategies across multiple service channels (call center, online/digital, and correspondence); collaborate with Product, Marketing, Finance, Branch, and Digital Support in the execution of such strategies.
+ Bolster analysis of operations quality and customer satisfaction to identify opportunities to improve overall performance.
+ Create ad-hoc reports and analyses in support of business line requirements to identify unique risks and opportunities within the business.
+ Lead ongoing support to Bank-wide projects as an credit card operations advocate and to enhance product support for expanded functionality.
15% Reporting and Analytics:
+ Partner with third party vendor to design, develop and create customer monitoring reports focused on process quality, effectiveness, and efficient expense management.
+ These reports will monitor across vendor operation services and internal operational support areas (back-office, online/digital, branch, and correspondence).
+ Monitor SLA adherence for all servicing channels, develop and complete operational scorecards to assess the quality of customer service support from vendors and internal partners and recommend solutions.
+ Prepare reports, written summaries of reports and analytics in support of business goals and needs.
25% Compliance and Policy:
+ Support audit, regulatory, customer, and business reporting needs, including data extraction, sampling of existing customer records, report creation and research.
+ Develop and implement customer complaint management policies and procedures required to govern internal and regulatory requirements.
+ Oversee complaints, including resolving, tracking, analyzing, and reporting on trends.
+ Prepare written documentation in support of audit or regulatory exams.
+ Ensure Operations is compliant with all Bank policies and regulations.
+ Document and oversee processes in line with policy expectations.
30% Vendor Management:
+ Work with third party vendors and internal support partners on a daily basis to resolve customer service issues.
+ Provide oversight to forecasting of work volumes and associated staffing needs. Represent Union Bank in projects.
+ Develop and coordinate training through third party vendors.
+ 7 years of experience in banking call center management.
+ 3 years of experience supporting customer service management via digital channels.
+ Experience in credit card and fraud detection call center preferred.
+ Must be familiar with all call center technologies, credit card disputes and chargebacks, credit card specific regulations, CRM and desktop workflow applications.
_The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified._
_We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category._
_A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses._
# Job: _Customer Service_
# Title: _Credit Card Service and Operations Lead, Vice President_
# Location: _CALIFORNIA-San Diego_
# Requisition ID: _10019348-WD_
# Other Locations: _CALIFORNIA-Los Angeles, ARIZONA-Tempe_
Associated topics: client, inside sales, insurance agent, lead sales agent, life insurance sales, phone, sales, sales agent, sales associate, sales position


• Location: San Diego

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