Strategic Financial Solutions

  • Head of Client Experience (Buffalo)

    Job Locations US-NY-Buffalo
    Category
    Customer Service/Support
    Job ID
    2018-1141
  • Overview

    Is customer advocacy your passion?

    Are you looking to investigate, collaborate, create, innovate and lead?

    Do you believe in servant leadership and care about developing a team? 

    And is your perfect environment one that is fast-paced and takes time to celebrate success?

     

    If the answers are Yes, then when we want to hear from you!

     

    Strategic Financial Solutions is looking for talented leaders to join our Buffalo family.  We are seeking a Head of Client Insight and Experience reporting to the VP of Client Services.  This individual will be responsible for a team of Client Insight Specialists focused on delivering an exceptional client experience and providing critical insight on customer concerns.  This role will work closely with senior leadership in service as well as company-wide to represent the voice of our client and ensure the highest level of client retention. 

     

    A Little About Strategic:

    Strategic Financial Solutions is proudly 100% employee owned. Our mission is to help people burdened with debt by providing a personalized approach to regain control of their financial future. Strategic is a leading financial services company that provides comprehensive debt relief solutions for people in difficult financial situations. Through our personalized credit card modification program and our consumer lending products, Strategic has successfully resolved more than $1 Billion in high interest consumer debt for over 100,000 clients.

    Recognized multiple times for our culture and growth, we are also one big busy family with three state-of-the-art facilities, two in Manhattan and one in Buffalo to house over 600 and growing members.

    In 2017, Strategic ranked 21st among The Best Companies to Work for in New York State and recognized as one of the top 500 fastest growing private companies in the United States by Inc Magazine. Leading up to such great acknowledgement, we were named to Crain’s New York Business Fast 50 Companies list that recognizes the fastest growing companies in New York City in both 2015 and 2016. We proudly celebrated our 10th anniversary in June 2017.

    Responsibilities

    • Oversee and Administer the NPS Program
    • Establish and Maintain Relationship with BBB
    • Collect and present customer complaint feedback
    • Identify Process improvement opportunities and share with internal stakeholders
    • Create and Implement short and long-term VOC strategy
    • Lead a team of Client Insight Specialists
    • Lead / Participate on multiple, ongoing projects focused on client satisfaction, operational excellence and employee satisfaction                

    Qualifications

    • College Degree (Bachelors / Masters preferred)
    • 10+ years’ experience in service environment.
    • Minimum 5 years’ experience in a leadership role
    • Strong Communicator and Active Listener
    • Customer-Centric Approach
    • Create and Promote Short and Long-Term Strategy
    • Creative Thinking and Problem Solving
    • Continual Learner
    • Leadership, Management and Accountability experience
    • Superior Organization Skills
    • Excellent Presentation Skills

     The Fun Stuff

    • Competitive pay
    • Real time recognition leveraging internal social media
    • Monthly Team and facility events, quarterly team building outings and happy hours
    • Daily employee acknowledgement programs such as Cupcake Tuesdays and Wellness Wednesdays
    • Participation in Strategic Dreams program which makes several employee’s dreams come true each quarter
    • Heavy emphasis on training and development through introductory and ongoing training as well as industry/professional training programs

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