Manager, Client Support

ITS Inc • Des Moines, IA

2d

About The Position

SHAZAM recognizes that community financial institutions build better communities, and this drives our passion to strengthen financial institutions. We are a trusted partner to our valued customers providing answers, choice, and innovation with an impeccable level of customer service – a level unmatched in the industry. And here’s the best part - we’re a national company that offers a small-company feel, a cultural balance that’s hard to come by but very real at SHAZAM. Your growth and development are top priorities and you’ll be surrounded by talented individuals and postured to make a real difference in the company. As a team member at SHAZAM, you’ll be an essential part of our mission as we work together strengthening community financial institutions. What we’re looking for: SHAZAM is looking for a Manager, Client Support to join our team. In this position, you’ll lead SHAZAM’s top-in-the-industry Client Support team. Our inbound contact center is dedicated to delivering high-quality service to our clients seven days a week.

Requirements

• 5 years’ experience in retail banking or banking operations.
• Experience leading in a call center or in a phone support environment strongly preferred.
• Professional demeanor, solid networking expertise, and relationship building.
• Demonstrated experience resolving sensitive client issues.
• Experience in leading and managing a diverse team, their success, and ability to do so in a hybrid staffed environment.
• Proficient in MS Office applications, specifically Word, Excel, and PowerPoint.
• Proven operational planning skills in forecasting, metrics, capacity planning and resource allocation strategies.

Responsibilities

• Lead SHAZAM’s top-in-the industry client support team as they support our financial institution, processor, merchant and service provider partners.
• Oversee daily operations of a contact center, ensuring that service level standards are met, and contact center is staffed appropriately.
• Represent Client Support in cross-departmental meetings, working across the organization to facilitate change and process improvement.
• Create learning and development plans for your staff.
• Proactively support clients by facilitating meetings regarding exception and operational questions. Handle client escalations to resolution.
• Collaborate with cross-functional management teams, other department managers, and leaders.
• Manage employee staffing lifecycle by recruiting, interviewing, hiring, staff retention, and performance management.
• Develop comprehensive training programs and supporting documentation.

Benefits

• Supportive, collaborative, inclusive, and diverse workforce.
• Career learning, development, and growth opportunities.
• Culture of respect and dignity, teamwork, honesty, and integrity.
• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Flexible spending and health savings accounts
• Life insurance and short- and long-term disability provided at no cost
• Time away from work – PTO, VTO, paid parental leave, and company holidays
• Educational assistance
• Professional Certification Bonus program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees