Lead Director, Client Services responsible for strategic leadership and operational excellence in Rebate Operations at CVS Health. Overseeing client service efforts and team management to ensure satisfaction and compliance.
About the role
- Client Services Associate working in Deposit Operations to support Capital One's commercial clients. Engaging with customers on servicing needs and delivering exceptional client experiences.
Responsibilities
- Complete inbound and outbound phone calls daily
- Own the client experience in all interactions including detailed follow through
- Train and support Associates on partner teams on client facing processes that support the client experience
- Manage internal Capital One accounts
- Execute job duties following policies, standards and/or procedures within target turnaround times and quality levels; bring awareness to management any constraints or concerns
- Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risks and issues to delivery
- When complaints, problems and/or issues arise work with partners driving to root cause and identifying sustainable, repeatable solutions to ensure repeat occurrences are avoided for all clients
- Make it easy for a client to interact with Capital One
- Learn and become an expert in Capital One credit, deposit, and treasury management products and services to proactively and reactively resolve client’s needs
- Research and learn about your client’s industry, business, and individual banking needs
- Collaborate within and across teams and organizations to analyze and resolve client issues
- Advocate for client’s needs with internal stakeholders by providing thoughtful feedback on where clients are achieving their goals as well as where their needs are not being met
- Develop effective solutions for clients when something doesn’t go as planned and eloquently recover to delight the client
- Represents Deposit Operations Support with internal partners and clients based on proven track record of sound judgment
- Develop solutions to problems based on subject matter expertise and research of areas within and beyond own area of responsibility
- Deliver results which routinely exceed requirements and expectations with minimal guidance on unstructured objectives
- Contribute to team goals and actively questions decisions and assumptions to elevate team performance
- Travel to client sites when required
- Work on and/or contribute to cross functional projects in CML. Own your individual development
Requirements
- High School Diploma, GED or equivalent certification
- At least 1 year of experience with Microsoft Office (Outlook, Excel, Word, PowerPoint) or Google Suite (Sheets, Slides, Docs)
- At least 1 year of experience in customer service, client services, business process management or project management
- Bachelor's Degree or Military experience (Preferred)
- 2+ years of experience in customer service, client services, business process management or project management (Preferred)
- 2+ years of experience with Treasury Management (Preferred)
Benefits
- Performance based incentive compensation.
- Comprehensive, competitive, and inclusive set of health, financial and other benefits.
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