Responsibilities

• Assist in remediation planning and identification of issues by monitoring business health and delivering the improvement/process on time.
• Assist with providing thorough documentation as needed, to ensure full completion of an event.
• Proactively investigate potential issues, with escalation as appropriate.
• Work closely with cross functional partners to ensure collaboration and process efficiencies are maintained.
• Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy.
• Lead customer communication efforts. Working closely with Legal/compliance/product and business lead to send mass communications to customers for remediation.
• Ability to communicate effectively with operations leadership as well as junior contact center agents.

• At least 5+ years of relevant industry experience
• Experience with managing internal and external audits, working collaboratively with multiple stakeholders
• Strong communication skills with experience managing executive level communications.
• Extensive understanding of the customer service experience
• Superior project and process management skills, organizational skills and attention to detail
• Proactive, flexible and ability to multi-task
• Bachelor’s degree or relevant years of experience