Responsibilities:
Ensure client’s journey from beginning to end is exceptional in every way Understand clients expectations through regular communication (surveys, calls, quarterly reviews) Create and manage client experience surveys for internal and external clients Monitor and analyze client experience metrics Document the client’s end-to-end journey with the Bank Ensure employee engagement in the Client Onboarding and Service Delivery organization Perform root cause analysis for Service Failure incidents Deliver prompt, effective, friendly and professional communication to internal and external clients Create and maintain a client experience external messaging for the Client Onboarding and Service Delivery organization Provide ongoing training to ensure cross-functional team is clear on products/services and client experience best practices Focus on the client impact to change events (conversions, migrations etc.) and major initiatives Identify process improvement opportunities for the client experience Partner with internal departments to ensure efficiencies for the client experience Assist with other daily operational activities as needed Qualifications:
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