SWBC
Client Support Supervisor page is loaded## Client Support Supervisorlocations:
Grand Rapids, MI:
San Antonio, TXtime type:
Full timeposted on:
Posted Todayjob requisition id:
R0013750SWIVEL is seeking a talented individual to help in leading and shaping our client support and experience efforts. The mission of the Client Support team is to provide an exceptional client experience throughout the entire client lifecycle, and to harness the learnings of customer interaction to improve and enhance our core technology product. This role in addition to managing the day to day operations of SWIVEL Client Support Team, is involved with our Product and Customer Success teams to develop a shared vision for continuous improvement.***Essential duties include the following:**** Supervises staff and activities of the IVR Support Team (Client Support Representatives).* Maintains and monitors work schedules and attendance records; conducts performance review/evaluations; providing coaching, counseling and discipline; and resolving personnel related issues.* Drives team level goals and outcomes, prioritizing and or deprioritizing as needed.* Uses partners and tools to scale people, process, and technology capabilities across client support functions.
Using these tools
to monitor service levels and meet future growth needs, increasing client satisfaction and profitability.* Assists in managing stakeholder and client communication, progress reporting, and escalations.* Provides specific instructions based on established policies and documented procedures.* Proposes new ideas and improvements to processes and tools based on domain expertise and understanding of the business. Frames these issues strategically and translates them into actual insights.* Focuses on attracting and retaining talent, build a high performing team, set measurable goals and expectations for service team members including coaching, knowledge management and training for professional growth and success, and enhance the organization’s capability.* Ability to effectively manage individual contributors and people managers at various levels.* Creates collaborative relationships with other functions such as Sales, Client Success, Data, Product, and Engineering
implement end to end client support services and processes.
Able to effectively influence these cross functional leaders to meet company level objectives.* All other duties as assigned.* Act as a culture ambassador, promoting company values and fostering a positive work environment.***Serious candidates will possess the minimum qualifications:**** Associate's Degree in Business, Finance, or related field required.* Bachelor's preferred.* Minimum of two (2) years of general experience in Customer / Client Service, Management, Business.* Minimum of two (2) years in managing teams including people managers.* Minimum of two (2) years in managing teams including people managers.* Strong project management skills with the ability to juggle multiple tasks and priorities.* Excellent written and verbal communication skills, including the ability to distill complex information into clear and concise messages.* Excellent interpersonal skills and the ability to collaborate effectively with individuals at all levels* Analytical mindset with the ability to synthesize data and provide actual insights.* High level of discretion and integrity, especially when handling confidential information.* Proficiency in Microsoft Office Suite.* Flexibility to adapt to a fast paced and dynamic environment.***SWIVEL offers\*:**** Competitive overall compensation package* Work/Life balance* Employee engagement activities and recognition awards* Years of Service awards* Career enhancement and growth opportunities* Leadership Academy and Mentor Program* Continuing education and career certifications* Variety of healthcare coverage options* Traditional and Roth 401(k) retirement plans* Lucrative Wellness Program*\*Based upon employee eligibility*
***Additional Information:***
SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWIVEL does not hire tobacco users as allowed by law.
To learn more about SWIVEL, visit our website at . If interested, please click the appropriate apply button.**Join Our Team**SWIVEL is a newly created FINTECH company backed by the financial services powerhouse SWBC. SWIVEL was created to harness the existing technology team that has provided payment enablement platforms for over 800 clients in the financial services sector since 2004.At SWIVEL, you are not just an employee, but a vital team member; each employee stands out and has the ability to make a direct impact on the business. We’re looking for the brightest and most creative to help introduce new solutions to new problems identified in the market and improve how our existing solutions can better help our users.
We are a big proponent of nurturing the entrepreneurial spirit through mentorship, continuing education, internal career growth opportunities and having a platform to make meaningful changes come to life.Be a part of the next generation of SWIVELERS.Be part of a fun, exciting, dedicated, and passionate team.Be part of engineering the best transaction enablement applications in the industry.SWIVEL’s core focus is to be the most amazing transaction enabler in the market. Our drive is providing best of breed technology solutions and world class client support, through a dedicated team of SWIVELERS. We invest in every client relationship to understand their unique requirements and deliver with solutions that benefit the entire financial institution. We are dedicated to being the go-to transactions partner in the market, today and at every turn. #J-18808-Ljbffr
Grand Rapids, MI:
San Antonio, TXtime type:
Full timeposted on:
Posted Todayjob requisition id:
R0013750SWIVEL is seeking a talented individual to help in leading and shaping our client support and experience efforts. The mission of the Client Support team is to provide an exceptional client experience throughout the entire client lifecycle, and to harness the learnings of customer interaction to improve and enhance our core technology product. This role in addition to managing the day to day operations of SWIVEL Client Support Team, is involved with our Product and Customer Success teams to develop a shared vision for continuous improvement.***Essential duties include the following:**** Supervises staff and activities of the IVR Support Team (Client Support Representatives).* Maintains and monitors work schedules and attendance records; conducts performance review/evaluations; providing coaching, counseling and discipline; and resolving personnel related issues.* Drives team level goals and outcomes, prioritizing and or deprioritizing as needed.* Uses partners and tools to scale people, process, and technology capabilities across client support functions.
Using these tools
to monitor service levels and meet future growth needs, increasing client satisfaction and profitability.* Assists in managing stakeholder and client communication, progress reporting, and escalations.* Provides specific instructions based on established policies and documented procedures.* Proposes new ideas and improvements to processes and tools based on domain expertise and understanding of the business. Frames these issues strategically and translates them into actual insights.* Focuses on attracting and retaining talent, build a high performing team, set measurable goals and expectations for service team members including coaching, knowledge management and training for professional growth and success, and enhance the organization’s capability.* Ability to effectively manage individual contributors and people managers at various levels.* Creates collaborative relationships with other functions such as Sales, Client Success, Data, Product, and Engineering
implement end to end client support services and processes.
Able to effectively influence these cross functional leaders to meet company level objectives.* All other duties as assigned.* Act as a culture ambassador, promoting company values and fostering a positive work environment.***Serious candidates will possess the minimum qualifications:**** Associate's Degree in Business, Finance, or related field required.* Bachelor's preferred.* Minimum of two (2) years of general experience in Customer / Client Service, Management, Business.* Minimum of two (2) years in managing teams including people managers.* Minimum of two (2) years in managing teams including people managers.* Strong project management skills with the ability to juggle multiple tasks and priorities.* Excellent written and verbal communication skills, including the ability to distill complex information into clear and concise messages.* Excellent interpersonal skills and the ability to collaborate effectively with individuals at all levels* Analytical mindset with the ability to synthesize data and provide actual insights.* High level of discretion and integrity, especially when handling confidential information.* Proficiency in Microsoft Office Suite.* Flexibility to adapt to a fast paced and dynamic environment.***SWIVEL offers\*:**** Competitive overall compensation package* Work/Life balance* Employee engagement activities and recognition awards* Years of Service awards* Career enhancement and growth opportunities* Leadership Academy and Mentor Program* Continuing education and career certifications* Variety of healthcare coverage options* Traditional and Roth 401(k) retirement plans* Lucrative Wellness Program*\*Based upon employee eligibility*
***Additional Information:***
SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWIVEL does not hire tobacco users as allowed by law.
To learn more about SWIVEL, visit our website at . If interested, please click the appropriate apply button.**Join Our Team**SWIVEL is a newly created FINTECH company backed by the financial services powerhouse SWBC. SWIVEL was created to harness the existing technology team that has provided payment enablement platforms for over 800 clients in the financial services sector since 2004.At SWIVEL, you are not just an employee, but a vital team member; each employee stands out and has the ability to make a direct impact on the business. We’re looking for the brightest and most creative to help introduce new solutions to new problems identified in the market and improve how our existing solutions can better help our users.
We are a big proponent of nurturing the entrepreneurial spirit through mentorship, continuing education, internal career growth opportunities and having a platform to make meaningful changes come to life.Be a part of the next generation of SWIVELERS.Be part of a fun, exciting, dedicated, and passionate team.Be part of engineering the best transaction enablement applications in the industry.SWIVEL’s core focus is to be the most amazing transaction enabler in the market. Our drive is providing best of breed technology solutions and world class client support, through a dedicated team of SWIVELERS. We invest in every client relationship to understand their unique requirements and deliver with solutions that benefit the entire financial institution. We are dedicated to being the go-to transactions partner in the market, today and at every turn. #J-18808-Ljbffr