ORS Partners

  • Performance Coaching Analyst

    Job Locations US-CT-New Haven
    Posted Date 2 months ago(6/18/2019 10:40 AM)
    Client & Job Location : Address
    115 Munson St
    Client & Job Location : Postal Code
    06511
    Job ID
    2019-6557
    # of Openings
    1
    Category
    Banking
    Type
    Regular Full-Time
  • Overview

    BankMobile, a division of Customers Bank, has an incredible opportunity for a passionate, tech savvy and customer focused individual to support the promotion of BankMobile while also supporting our mission and strategy. The successful candidate will possess a passion for delivering a level of service that is world class; so superior that customers will routinely refer BankMobile to their friends and family members.

    Our team members wear many different hats in a single day! They sell BankMobile products and services to new and existing customers; they partner with current customers to answer their banking questions; and they provide mobile app technical support to assist customers, all with a smile!  They are constantly striving to find ways to do the following for our clients:  Make Them More Money, Save Them Money, Protect Their Money, Save Them Time & Loan Them Money.

     

    This position will be responsible for reviewing all coaching forms that are completed by the call reviewers, and track the escalation progress from completion to execution, ensuring accountability of both call centers.

     

    This position can be located in New Haven, CT, Langhonre PA, or Remote for the right candidate. 

    Responsibilities

    • A friendly, confident, natural-born communicator. Even for the most experienced bank reps, products and services can be challenging to understand and explain to customers, so you need to be able to write and speak with clarity and precision. We provide you with the tools to be confident and accurate in your responses.
    • Have an insatiable appetite for learning. We expect our Agents to be interested in keeping up with financial literacy and education.
    • Able to roll with the punches and solve problems. This is where your entrepreneurial spirit comes into play. We are growing and evolving with each passing minute and we need our team to grow and evolve with us.
    • Possess the natural ability to lead and mentor fellow team members.
    • Be a brand ambassador. Our ideas of how to implement and succeed in mobile-only banking are epic! We need you to be passionate about meeting or exceeding the Net Promoter Score and First Call Resolution goals that are set to ensure we are “the best in the business.”  We want you to believe in our mission and shout it from the rooftops.
    • In the event of a special project, employment may be asked to work flex-shifts day and evening, Saturdays and even the occasional holiday. The beauty of mobile banking is having access to your finances anytime, anywhere. We want our customers to have the same access to customer service that they have to their money.

    Qualifications

    • 3 – 5 retail banking or call center experience
    • Exceptional Customer Service, including dedication to meeting or surpassing goals set for Net Promoter Scores and First Call Resolution
    • Dependable results driven, and achievement focused
    • Process driven
    • Assertive, yet professional
    • Quick Problem-solving skills combined with the ability to determine root causes
    • Effective communication skills
    • Top organizational skills, including the ability to incorporate technical tools such as Outlook to ensure that we consistently meet all the commitments we make to our customers.
    • Detail oriented
    • Adaptable to Change
    • Comfort in a fast-paced work environment
    • Relationship building ability & focus
    • Financial acumen
    • Tech savvy, especially with mobile apps
    • Bilingual (Spanish/English) a plus

     

    About BankMobile:

    We launched BankMobile in January 2015 with the understanding that everyone needs financial services, yet it is one of the least customer centric industries that exist today.  BankMobile came into being to address this problem and provide an alternative banking experience focused on technology, innovation, easy-to-use products, and education with the mission of being “customer-obsessed” and creating “customers for life.” Today BankMobile is one of the largest and fastest growing digital banks in the country serving millennials, low- and middle-income Americans and digital natives looking for a tech savvy banking experience.  We’ve built a disruptive multi-partner distribution model, known as “Bank as a Service” that enables us to acquire customers at higher volumes and substantially lower expense than traditional banks. Additionally, our low-cost operating model and regulatory advantages enable us to provide low-cost banking services to low/middle income Americans who have been left behind by the high fee model of “traditional” banks. Today BankMobile provides its “Bank as a Service” platform to colleges and universities and currently serves nearly 2,000,000 account-holders on 800 campuses (covering one out of every three students in the US). BankMobile is expanding into additional verticals in the near future.

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