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Director of Customer Service

YMCA Retirement Fund

in New York NY


This position provides direct support to SVP of Customer Service & Marketing and the overall CRM strategy including direction to customer service contact center and processing team ensuring that customer inquires, requests and issues are handled timely and in compliance with the Fund's policy and procedures. Incumbent is expected to collaborate effectively with other department managers on new initiatives and problem resolution including working with the Fund’s IT Department and vendors on new technology implementations used by the customer service department. Incumbent proactively uses data and analytics to gain a deep understanding of customer needs and satisfaction drivers propelling the organization to work together for an optimal customer experience and engagement.  

What you will be doing?

  • Partners with the SVP and customer service supervisors to align customer service department policies and systems with the company's objectives.
  • Directs customer service supervisors ensuring calls, emails and web chats are answered within service level standards and constituent requests are processed within turnaround standards meeting quality assurance and TQM Scorecard standards. Also ensures Fund continues to place in Benchmark Portal Top 100 Contact Center small call center category.
  • Assists in the development and execution of departmental objectives and initiatives.
  • Provides continual evaluation of performance, processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers that support the Fund’s mission and strategic directives. Evaluate and streamline policies and procedures to ensure maximum efficiency and alignment with the industry. This requires staying abreast of industry “best practices” and customer service-related technology. 
  • Manages operationalization of new plan changes and procedural changes ensuring reporting groups are in compliance. This includes working strategically with the Customer Service Business Analyst, Marketing, IT and Legal Departments on the execution of these initiatives.
  • Oversees customer issues and ensure effective and long-term problem resolution.
  • Works with Customer Service Business Analyst on creating IT system solutions to improve the customer experience along with operational effectiveness and efficiency.    
  • Utilities systems and data to make business decisions. This included analyzing contact trends, data and analytics to gain a deeper understanding of our customer segments, increase customer satisfaction, improve agent productivity, increase call efficiency and drive strategic business decisions.
  • Point person from the business unit in the operationalization of new plan rules and process and procedural changes.  
  • Supports the development of staff’s growth in the organization by establishing plans and creating objectives, communicating standards, monitoring and assessing performance as well as providing coaching and training.
  • Collaborates with Quality Assurance Specialist to ensure quality goals are met, knowledge gaps are identifies, staff is provided with proper training, opportunity for process improvements are readily identified and leveraged.
  • Knowledge resource and point person to YMCAs and internal staff. Assists constituents with complex issues which require research, plan and procedural knowledge as well decision making.  
  • Responsible for ensuring the Operation’s Manual is up-to-date accurately reflecting processes and procedures.
  • Work in conjunction with the Marketing Department to provide value-added content for the  News For Administrators and other constituent communications. 

What we are looking for in a candidate?

  • Minimum: Bachelor’s degree and 5 years of supervisory experience in the financial services industry with strong analytical skills and demonstrated success supported by quantitative results
  • Highly Desired: 7-10 years of customer service experience with at least 5 years of supervisory experience in the financial services industry, preferably in the pension or retirement services area.
  • Experience with Salesforce CRM platform in a management, implementation or analytical role.  
  • Solid project leadership skills combined with strong business acumen and proven ability to support multiple projects simultaneously.
  • Ability to influence and foster collaborative relationships; ability to engage resources outside of direct control to gain consensus, meet deadlines, and achieve objectives
  • Strong verbal and written communication skills
  • Working knowledge of information technology systems
  • Strong problem-solving and critical thinking skills 
  • Proficiency with Microsoft Office 

How to Apply

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This ad has been viewed 680 times. It expires on 12/4/2017.

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