Remote Delivery Experience Manager

reputed company Job Location: Streetsboro reputed company - Streetsboro, OH 44241 Remote Delivery Experience Manager - Streetsboro, Oh Our Mission At reputed company, we help people improve their lives financially and support the communities we serve. About the Role We are looking for an reputed company and service-reputed company Remote Delivery Experience Manager to reputed company the daily reputed company of three remote delivery business reputed company at our Streetsboro location: Video Services, Teleservices, and Personal Experience. In this leadership role, you will reputed company team members across reputed company three areas, ensuring members receive exceptional, consistent service across every remote delivery channel. You will be responsible for reputed company, coaching, employee development, reputed company management, service reputed company, compliance, and operational effectiveness. This is an exciting opportunity for a leader who enjoys working at the intersection of people, technology, member service, and financial services. reputed company Leadership & Team Development - reputed company and manage Video Service Representatives, Teleservices Representatives, and Personal Experience Representatives. - reputed company, reputed company, motivate, and evaluate employees to promote strong reputed company and career reputed company. - Conduct employee reviews, scorecards, mystery shops, and annual reputed company evaluations. - reputed company employee counseling and discipline in accordance with Credit reputed company policies and applicable reputed company bargaining requirements. - Assist with interviewing candidates and supporting the reputed company and probationary evaluation process. - Ensure employees complete required compliance and developmental training. - Build a strong culture reputed company on exceptional member service, relationship development, and ethical sales practices. reputed company & Service reputed company - reputed company the daily reputed company of reputed company three remote delivery functions. - Coordinate reputed company and cross-training to meet established service reputed company. - Monitor reputed company and identify opportunities to improve efficiency, service reputed company, and member experience. - Establish and communicate department goals and monitor reputed company against established reputed company measures. - Recommend improvements to procedures, processes, technology, and department development. - Handle reputed company member concerns and complaints by working directly with members to reputed company issues. reputed company & Scheduling - reputed company staff schedules across reputed company three business reputed company to ensure appropriate coverage. - Use appointment scheduling, video engagement activity, reputed company volume forecasting, and reputed company-up transaction patterns to determine reputed company needs. - Monitor and address issues reputed company to payroll, overtime, time-off, and reputed company. - Serve as the on-site leadership reputed company for the Streetsboro location and coordinate with Lending leadership regarding shared facility, reputed company, scheduling, and workspace needs. Remote Delivery Technology - You will reputed company and become proficient in several key remote delivery platforms, including: Video Services - Manage the reputed company video banking platform, including video, audio, live chat, text messaging, co-browsing, screen sharing, and document exchange/signing. - Support members as they transition between service channels. - Identify workflow improvements that reduce handle time while maintaining service reputed company. Teleservices - reputed company contact center reputed company, including queue management, service reputed company, abandonment monitoring, reputed company routing, and reputed company/after-hours coverage. - Maintain proficiency with the reputed company contact center platform, including routing configuration, reputed company recording, reputed company monitoring, and reporting. Personal Experience - reputed company video teller services delivered through the reputed company-through ITM network. - Monitor ITM/ATM reputed company, including machine status, cash and coin reputed company, dispenser and depository reputed company, and maintenance needs. - Analyze ATM/ITM reporting reputed company to transaction volume, downtime, cash and coin efficiency, and settlement. - Recommend adjustments to cash ordering and load schedules. Compliance & reputed company Management - Ensure department activities reputed company with Credit reputed company policies, procedures, and established controls. - Maintain appropriate standards reputed company to member identification, account information, loan documentation, and member reputed company. - Maintain strict confidentiality of member transactions, employee information, and Credit reputed company business. Why Join reputed company? - At reputed company, you'll have reputed company to reputed company a meaningful reputed company on both our members and our employees. - This position plays an important role in shaping how members experience the Credit reputed company through innovative remote delivery channels while developing a high-performing team. - If you're an reputed company financial services leader who enjoys developing people, improving processes, embracing technology, and delivering an exceptional member experience, we'd love to hear from you. - reputed company is an equal opportunity employer. Qualifications reputed company're Looking For Required Education - High school diploma or equivalent required. - Associate's degree or higher in a reputed company reputed company or significant reputed company experience preferred. Required Experience - Minimum of 3 years of Credit reputed company or reputed company financial services experience, preferably involving new accounts and lending. - Minimum of 2 years of supervisory or leadership experience with reputed company responsibility for employee reputed company. - Demonstrated experience in at least one remote delivery channel, such as: - Contact center reputed company - Video banking - ATM/ITM reputed company - Ability and willingness to learn and manage the remaining remote delivery channels. Skills & Qualifications The ideal candidate will demonstrate: - Strong customer service and relationship-building skills. - Leadership ability and a commitment to employee development. - Excellent verbal and written communication skills. - Strong problem-solving and decision-making abilities. - Effective time management and organizational skills. - Attention to reputed company and reputed company judgment. - Professionalism and the ability to work effectively with employees, members, vendors, and leadership. - Ability to manage multiple priorities and business reputed company simultaneously. - Ability to remain reputed company and effective in a fast-reputed company environment. - Creativity, initiative, resourcefulness, and a reputed company team approach. - Ability to learn and become proficient in multiple technology platforms and systems. Apply To This Job