Customer Remediation Lead 1LOD - City National Bank
Newark, DE
About the Job
CUSTOMER REMEDIATION LEAD 1LOD
WHAT IS THE OPPORTUNITY?
The Customer Remediation Lead will help build and manage a dedicated team of professionals within Banking & Investment Services responsible for the review of errors impacting clients, process deficiencies, diagnose or identify root cause, develop remediation strategy and manage implementation. The lead will partner with operations and customer service resources to resolve deficiencies, gaps and errors, while creating larger-scale, sustainable solutions. Individuals on this team will collaborate with technology partners in the design of information and deliver project status updates as needed. The Customer Remediation Lead must be able to access and interpret data to produce reporting for management as required.
Banking and Investment Services Division
Banking and Investment Services plays an integral role in leading the strategic vision and execution of all banking operations. Our servicing and operations professionals partner closely with all of our lines of business to carry out critical functions, including client/deposit servicing, contact center operations, payments processing, and trade and lending operations, while identifying and mitigating risk throughout the organization. Servicing and operations professionals seek to transform and define an integrated support model through automation and cutting-edge digital technologies, to deliver an excellent experience for our clients and businesses.
What you will do
+ Develop & maintain project tracking including status updates to stakeholders
+ Review and research current state processes; recommends enhancement, modernization and/or automation
+ Partner with lines of business and technology teams to make recommendations for remediation & future state
+ Become the subject matter expert, experienced in error analysis, requirements gathering & remediation
+ Participate in process design and project implementation teams in process improvement activities
+ Diagnose errors impacting customers, identify process improvement opportunities and develop solutions using principles of process excellence and related tools
+ Supervise, develop, train and support department staff. Provide development, coaching and performance feedback including preparation and delivery of formal performance appraisals
+ Motivates direct reports and creates/fosters a collaborative environment
+ Develop and support the delivery of information to assist tactical and strategic programs
+ Establish tracking metrics and standard documentation for adoption and audit
+ Proactively troubleshoot for the best solution given the strategic direction of the organization
Must-Have*
+ Bachelor's Degree or equivalent
+ Minimum 7 years of experience in banking operations and/or customer service environment
+ Minimum 5 years managing and/or participating on project delivery efforts
+ Minimum 5 years managing resources
Skills and Knowledge
+ Excellent process management and problem solving skills
+ Prior banking experience and extensive experience of process analysis and design
+ Ability to interact effectively will all levels of management
+ Strong knowledge in MS Word, Excel and MS Access
+ Working knowledge of financial products and services
+ Strong organizational and analytical skills. Excellent verbal and written communication skills
+ Works on high priority projects where business problems are complex or unique
+ Independently evaluates business needs and requirements and recommends and implements solutions
+ Exercises judgment requiring more in-depth knowledge using generally defined practices and policies in selecting methods and techniques for obtaining solutions
+ Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
Compensation
Starting base salary: $122,535 - $208,715 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Benefits and Perks
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks (https://image.emails.cnb.com/lib/fe5e15707c640c78771c/m/10/cbedd856-c2fc-491b-a625-3ab7a0fd9a65.pdf) .
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.'
ABOUT CITY NATIONAL
We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to be at the heart of our company today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.
WHAT IS THE OPPORTUNITY?
The Customer Remediation Lead will help build and manage a dedicated team of professionals within Banking & Investment Services responsible for the review of errors impacting clients, process deficiencies, diagnose or identify root cause, develop remediation strategy and manage implementation. The lead will partner with operations and customer service resources to resolve deficiencies, gaps and errors, while creating larger-scale, sustainable solutions. Individuals on this team will collaborate with technology partners in the design of information and deliver project status updates as needed. The Customer Remediation Lead must be able to access and interpret data to produce reporting for management as required.
Banking and Investment Services Division
Banking and Investment Services plays an integral role in leading the strategic vision and execution of all banking operations. Our servicing and operations professionals partner closely with all of our lines of business to carry out critical functions, including client/deposit servicing, contact center operations, payments processing, and trade and lending operations, while identifying and mitigating risk throughout the organization. Servicing and operations professionals seek to transform and define an integrated support model through automation and cutting-edge digital technologies, to deliver an excellent experience for our clients and businesses.
What you will do
+ Develop & maintain project tracking including status updates to stakeholders
+ Review and research current state processes; recommends enhancement, modernization and/or automation
+ Partner with lines of business and technology teams to make recommendations for remediation & future state
+ Become the subject matter expert, experienced in error analysis, requirements gathering & remediation
+ Participate in process design and project implementation teams in process improvement activities
+ Diagnose errors impacting customers, identify process improvement opportunities and develop solutions using principles of process excellence and related tools
+ Supervise, develop, train and support department staff. Provide development, coaching and performance feedback including preparation and delivery of formal performance appraisals
+ Motivates direct reports and creates/fosters a collaborative environment
+ Develop and support the delivery of information to assist tactical and strategic programs
+ Establish tracking metrics and standard documentation for adoption and audit
+ Proactively troubleshoot for the best solution given the strategic direction of the organization
Must-Have*
+ Bachelor's Degree or equivalent
+ Minimum 7 years of experience in banking operations and/or customer service environment
+ Minimum 5 years managing and/or participating on project delivery efforts
+ Minimum 5 years managing resources
Skills and Knowledge
+ Excellent process management and problem solving skills
+ Prior banking experience and extensive experience of process analysis and design
+ Ability to interact effectively will all levels of management
+ Strong knowledge in MS Word, Excel and MS Access
+ Working knowledge of financial products and services
+ Strong organizational and analytical skills. Excellent verbal and written communication skills
+ Works on high priority projects where business problems are complex or unique
+ Independently evaluates business needs and requirements and recommends and implements solutions
+ Exercises judgment requiring more in-depth knowledge using generally defined practices and policies in selecting methods and techniques for obtaining solutions
+ Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
Compensation
Starting base salary: $122,535 - $208,715 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Benefits and Perks
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks (https://image.emails.cnb.com/lib/fe5e15707c640c78771c/m/10/cbedd856-c2fc-491b-a625-3ab7a0fd9a65.pdf) .
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.'
ABOUT CITY NATIONAL
We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to be at the heart of our company today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.
Source : City National Bank