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Executive Administrator for Corporate Customer Service Dept Plano, TX

Plano, TX 75024

Posted: 02/25/2019 Employment Type: Contract To Hire Industry: Finance Job Number: 508

 

Executive Administrator for Corporate Customer Service Dept - Plano, TX

Our client's Corporate Customer Service Department is looking for a passionate and highly-motivated Executive Administrator in the Corporate Customer Service Department. The primary responsibility of this role is to act as a liaison between the Office of the President (OOTP), Executive Management and all consumers who contact any of Financial Services Corporate Offices with finance related questions or concerns.

On behalf of the OOTP, the EA will investigate and respond accordingly to all stakeholders providing a reasonable resolution suitable for parties. The EA will provide a forum for the review of escalated verbal and written customer inquiries.

They will provide accurate information for the updating and maintenance of the appropriate repository utilized for inbound and outbound correspondence and the production of month end reports.

Reporting to the SO Planning Support Manager the person in this role will support the Corporate Customer Service Department objective to provide customer-focused solutions that enhance brand loyalty and ownership experience, one customer at a time.

What you'll be doing:

  • Act as the Office of the President responding to inbound correspondence and complaints regarding financial concerns Interface with and represent Executive Officers
  • Negotiate the appropriate resolution to mitigate risk to the organization and strengthen our brand
  • Respond to attorney demand letters, on-line complaints filed on the BBB (Better Business Bureau) website,on-line complaints filed with the Business Consumer Alliance (BCA), other non-regulatory agencies, and inbound phone calls from various internal/external channels
  • Provide detailed responses to customer complaints in writing via BBB and BCA portals, email, and written letters
  • Converse with customers to investigate their concerns, identify root cause analysis (RCA) and provide resolution via phone
  • Collaborate with Legal, Enterprise Compliance, Credit Dispute Resolution Team, department management, supplier management, Corporate Communications, Insurance Services (internal and external) and subject matter experts to assist and respond to inquiries related to internal business practices and processes
  • Act as point of contact for media outlets (Facebook, Twitter, Linked In, etc.) concerning TFS
  • Advocate for providing consistent coaching and learning opportunities to internal team members and management Act as point of contact for Legal for non-active litigation concerns
  • Through root cause analysis identify breaks in policy and procedure and suggest operational change to Service Ops and Compliance
  • Provide guidance to management and resolution teams concerning complaint handling and resolution
  • Align departmental complaint handling objectives with the Customer Service Centers for consistency of operations

 

Requirements:

Must Have:

  • Higher education preferred
  • 3+ years of relevant work experience required; 5+ years of relevant work preferred
  • Ability to work in high stress environment with stringent deadlines and demands
  • Stellar oral and written communication skills, strong analytical and problem solving skills Active listener with aptitude for persuasion and interpersonal negotiation skills
  • Adept at delivering innovative solutions to problems
  • Demonstrated leadership skills, including the ability to implement customer satisfaction process improvements as needed
  • Ability to respond quickly to new information or changing circumstances
  • Exceptional ability to work collaboratively to build relationships at all levels and diplomatically influence decisions Demonstrated ability to work independently
  • Proficiency in Microsoft Office Suite including Visio and Brio

Preferred:

  • Systems: Salesforce, TSO HOST, TeamConnect, Datashare, DMS, Western Union, RightFax, NICE Engage, Title Explorer, Avaya, SharePoint, AutoIMS, DST Customer Portal
  • Understanding of Compliance laws (CFBB & BBB)Compliance experience
  • Legal understanding a big plus, as this resource will be working closely with the Legal department and attorneys
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