First Vice-President, Customer Experience & Assurance
Valley National Bank · Wayne, New Jersey, US
Responsibilities include but are not limited to: - Lead Quality Assurance strategy, execution, and calibration to ensure consistent, compliant, high quality...
Job description
Responsibilities include but are not limited to: - Lead Quality Assurance strategy, execution, and calibration to ensure consistent, compliant, high quality customer interactions across all channels. - Oversee escalations, complaints, special servicing, and social media care, ensuring timely, accurate, and risk aware resolution. - Analyze quality, complaint, NPS, and Voice of the Customer insights to identify root causes, reduce repeat issues, and improve processes and customer experience. - Embed quality and escalation insights into coaching, training, and knowledge resources through close partnership with Learning & Development. - Lead the Support Leader function to provide frontline decision support and guidance. - Partner cross-functionally with Product, Technology, Operations, and Service teams to influence policy, process, and knowledge improvements. - Support Customer Care leaders with data driven insights, performance governance, and coaching enablement. - Champion a culture of accountability, inclusion, engagement, and continuous improvement. Qualifications: Required Skills: - Strong knowledge of bank products, service and procedures. - Proficient knowledge of customer car...