Process Design Consultant I - Client Experience Consultant

Job Description:

The Client Experience Consultant will be responsible for the day-to-day analysis of client complaints, Voice of the Client surveys and other inputs that capture client feedback.

This role includes, but not limited to, the following responsibilities: compiling segment level performance reporting and socializing results to multiple levels of management, identifying and implementing process improvement initiatives geared toward improving the client experience, conducting call listening sessions and developing action items in partnership with product teams, recognizing outstanding performance and working with partners to distribute coaching, and acting as point of contact on audits, exams and issues as they pertain to product managed. The Client Experience Consultant will be act as the point of contact for trends identified by the FLU and will analyze data to propose and execute resolution for the client/FLU.

Required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations and partners to fulfill the request. Must be able to identify process opportunities identified in the review of the complaints or surveys.

The successful candidate will be expected to be a LOB SME for one or more of the following products: Small Business, Retail, Home Loans/CVL, Preferred Servicing, Fraud Servicing. Associates will be relied upon to handle unique situations daily in a fast paced environment.

Required Skills:

• 3+ years supporting consumer call centers
• Excellent written and verbal communication skills
• Experience using Voices/Medallia, NICE/Nexidia and CTR applications and knowledge of client care reporting, analysis and processes
• Ability to work effectively in a high demand environment with changing priorities
• Proficiency in computer skills and professional programs (such as SharePoint, Microsoft PowerPoint, Excel, Word, Outlook and WebEx)
• Ability to deliver performance results to executive leadership
• Ability to aggregate multiple sources of information and details to communicate a high-level story quickly, succinctly and effectively
• Ability to interpret data and analyze the results. Ability to utilize data to detect trends/issues, raise with stakeholders, and execute process changes to solve issues
• Must demonstrate solid collaboration and teamwork skills to coordinate with teammates in other regions and LOBs to ensure partnership in product initiatives

Desired Skills:

• Familiar with call centers and previous team manager experience
• Bachelor's Degree

Schedule: Monday - Friday, 8:00am - 5:00pm

Shift:

Hours Per Week: