Customer Service Manager – Enterprise Financial

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for customer service for selected clients within the Enterprise Financial segment.

• Take ownership of service and support-related issues, ensuring they are resolved in a timely manner.

• Track customer satisfaction levels and maintain service quality.

• Prepare, analyze, and manage reports on service performance, SLA management, and relevant metrics.

• Conduct Customer Health Scorecard calls.

• Develop and uphold client metrics reporting in collaboration with management and business analysts.

• Lead internal teams in implementing procedural and systematic solutions that align with customer needs and Brink’s objectives.

• Foster relationships with assigned accounts through both onsite and virtual meetings with customers.

• Comprehend customer processes and address service requests and inquiries effectively.

• Collaborate with sales, operations, and cross-functional teams to fulfill client expectations.

• Assist in the planning and execution of service delivery strategies and initiatives.

• Potentially manage a dedicated team focused on research cases, claims processing, and inbound operational tasks.

• Coach, mentor, and develop team members when in a leadership role.

• Establish performance expectations and ensure accountability for quality, timeliness, and accuracy.

• Conduct feedback and development discussions regularly.

• Align workloads and priorities with SLA requirements and client expectations.

• Prepare and deliver daily, weekly, monthly, or quarterly performance reviews.

• Prioritize tasks to achieve high-value outcomes.

• Be available for on-call support during limited-duration BCP events or projects.

⛳️ Requirements

• At least 5 years of experience in Customer Service management.

• A minimum of 3 years of experience in retail or bank reconciliation.

• Proficient in Excel, PowerPoint, and Salesforce or an equivalent CRM system.

• Familiarity with Lean Concepts and Methodologies.

• Exceptional interpersonal, communication, and presentation skills.

• Strong consultative, analytical, and problem-solving abilities.

• Advanced influencing skills, with the capability to view issues from both company and customer perspectives.

• Proven experience interacting with mid- to high-level executives in large financial and commercial organizations.

• Ability to manage and prioritize multiple concurrent projects.

• Advanced skills in change management.

🏝️ Benefits

• Equal opportunity for participation and growth.

• An inclusive culture that values diverse backgrounds, ideas, and perspectives.

• A respectful, safe, and valued workplace environment.

• Opportunities for growth and advancement.

• Continuous learning and skill development opportunities.

• Reasonable accommodations and adjustments during the hiring process.