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VP - Customer Experience

Salt Lake City, UT, USA | Selene Finance

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    General Management
    Customer Experience & Support
  • Experience:
    5-7 years
Job Description:
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The Vice President, Customer Experience is responsible for improving the overall customer experience and leads functions such as receipt of customer correspondence, escalation resolution, executive escalation management and Quality Control management.


One important aspect of customer experience is handling critical customer situations. These situations can be a combination of challenges across different dimensions: project management, product issues, ownership, scope, etc. To professionally handle these complex situations, the VP, customer Experience will lead a Customer Escalation Team, with Escalation Specialists, Correspondence Specialists based in Dallas and Houston, TX, Salt Lake City, UT, or Jacksonville, FL. The teams will not only be engaged in a reactive manner to de-escalate critical customer situations but will also be engaged proactively to define customer projects designed to prevent escalations. The VP, customer Experience will drive the feedback loop with the appropriate internal partners, deriving internal and external remediation and improvement recommendations.


With regards to the Quality Control area, the VP, Customer Experience will work with select business units to provide inline quality control and 1st line of defense support for the department.The VP will be required to build out and establish best practices for the Quality Control and should have experience leading a Quality Control group. 


Key Responsibilities:


Identify the stakeholders required to successfully de-escalate customer escalations.

Responsible for internal and external communication during the escalation.

Research and root cause the issues leading to the escalation and develop an action plan for resolution.

Ensure all escalations are managed and resolved within the appropriate regulatory timeframes.

Coordinate and follow-up on all activities that are part of the action plan.

Provide regular status reporting, oversight reporting, key performance metrics, and scorecards to key stakeholders, including executive leadership.

Define escalation completion criteria, including adherence to applicable regulatory timelines.

Drive internal process improvement opportunities aimed at proactively preventing future customer escalations.

Identify opportunities to recover service and turn the escalation into a success story.

Represent the Customer Experience team in internal management alignments and planning meetings.

Establish and maintain best practices for Quality Control.

Work with business units to identify key risks and establish review plans for those risks.

Provide feedback to business units on success and failures identified during the Quality Control process.


Qualifications:


5+ years’ experience in operations, operational risk, or risk management; mortgage servicing experience preferred.

5+ years’ experience in leading high-performing teams.

Bachelor’s Degree in a related discipline such as Business, Public Policy, Communications, or Public Relations.

Extensive experiencing in handling critical customer situations, including escalations.

Excellent communication skills across multiple stakeholder levels, both internally and customer-facing.

Outstanding analytical capabilities to deconstruct a complex situation into root causes.

Ability to judge and assess situations in a very objective manner.

Project management skills to drive de-escalation and process improvement as a focused project.

Ability to maintain a calm demeanor in critical, escalated, fast-paced situations.

Flexibility to take on responsibility for an escalation and drive resolution through a team or teams.

Demonstrated analytical-thinking and problem-solving experience.

Experience managing projects and coordination with a variety of cross-functional partners.


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