Senior Customer Support Specialist providing exceptional customer support and processing analysis for clients in Guatemala. Assist with high escalations and create outstanding user experiences.
About the role
- Senior Vice President overseeing the FRFS customer service function across multiple payment services. Driving strategic leadership and operational oversight in a high-performing organization.
Responsibilities
- Contribute to the vision, strategy, values, and priorities that help the FRFS enterprise achieve its mission, as a member of the Payments Operations leadership team.
- Develop, implement, and execute the Payment Operations vision for FRFS payments operations.
- Champion strategies to maintain and enhance an enterprise staffing and support model to deliver around the clock services in a highly virtual and matrixed environment.
- Provide input into the technology and product development pipeline and look for new ways to streamline and enhance customer experience and operational efficiency.
- In consultation with other FRFS leaders, develop product, policy, and/or service business strategies to enhance customer experience, resolve customer service challenges, enhance revenue, and address market and competitive issues.
- Create a strong common culture that puts the customer first with a cohesive awareness and understanding of how our customers use our services.
- Partner with all leaders within the FRFS and colleagues throughout the System in a collaborative manner, using influence and empathy to build relationships and trust.
- Represent FRFS on System committees and workgroups as needed.
- Develop close relationships with key stakeholders and external partners to ensure contemporary thinking to align services with customer needs.
- Engage actively in industry conferences and other internal and external engagements.
Requirements
- Bachelor’s Degree in Business Administration, or similar field of study, or equivalent work experience; MBA or similar post-graduate degree preferred
- Typically has 15+ years of progressive people and business leadership experience, including operations or technology experience, leading major projects/initiatives in large, complex organizations
- Current or prior experience in Federal Reserve Financial Services is required
Benefits
- Comprehensive healthcare options (Medical, Dental, and Vision)
- 401K match, and a fully funded pension plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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