NEW DIGITAL BANK MISSION STATEMENT:

Join us on our mission to create a completely new, 100% digital bank that truly serves customers’ best interests. We are a close knit and fun-loving team of seasoned financial services professionals who came together for the challenge of building a bank from scratch – and we are committed to doing it all the right way (from technology infrastructure to modern marketing to customer experience).

We work with the flexibility and speed of start-up. But we also have significant stability and capital from being part of the SMBC Group (Sumitomo Mitsui Banking Corporation). SMBC is the second largest bank in Japan, and the 12th largest bank in the world with operations in over 40 countries. And SMBC is committed to disrupting the US marketplace with ground-breaking products.

It is the best of both worlds, and we are seeking proven marketing leaders to propel us towards national launch. We have both the ambitious growth plans and the “patient capital” necessary to execute a multi-year plan. Join us on the journey to deliver an exciting concept of evolved banking.

GENERAL SUMMARY:

This position reports to the AVP, Customer Service Manager. The role will support the outsourced operational oversight of the Call/Contact Center vendor providing customer service and back-office support on our behalf. The Business Analyst – Contact Center will also support a broad range of oversight functions for the Jenius Bank Operations team in general including those related to the Call/Contact Center and customer service workstreams.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Assisting Customer Service Manager with oversight of the Call/Contact Center operations to include:

• Ensuring compliance with all operational requirements of the service contract as well as company policies
• Oversight and monitoring of Service Level Agreement metrics, Key Performance Indicators and Key Risk Indicators
• Development, execution, reporting (adherence and deficiencies) and maintenance of Key Risks and Risk Control Self-Assessments to mitigate risks and ensure compliance
• Maintaining inventory of all Processes, Standard Operating Procedures and User Guides for the functional service area
• Developing User Acceptance Testing Plan and executing test case scenarios as needed
• Participating in monthly Vendor meetings, performance reviews and call/chat calibration sessions
• Compiling data from various sources for reporting of customer service call/chat volumes and tracking, phone analytics, work-flow case management, agent performance and survey results
• Performing periodic system testing of the IVR's and other system functionality
• Collaboration with internal partners to ensure effective coordination of customer service activities
• Obtaining feedback from internal partners related to customer service issues/concerns
• Performing call/chat monitoring, quality assurance reviews and data trends analysis
• Presentations to senior management on functional area performance
• Posting of reports and other relevant data to SharePoint site
• Acting as back-up Subject Matter Expert for the functional service area
• Preparation and readiness for Audits of the functional service area
• Planning and preparations for future product launches