Found Description
Responsibilities
- Monitor and coordinate changes that impact the process (e.g., CMS enhancement, platform upgrades, upstream system changes) and drive the initiative internally, providing regular updates to management
- Decide on changes that impact BAU activities such as chasers, escalation, reporting, compliance, and audit
- Lead the monthly call with business on productivity and quality issues
- Proactively identify, resolve, and, if necessary, escalate problem situations to deliver maximum customer satisfaction, especially to the Front Office
- Manage customer issues sensitively, ensuring effective resolution and maintaining customer goodwill, while implementing measures to improve quality and prevent recurrence
- Actively participate in 360-degree reviews, working groups, BAU meetings, and other appropriate forums
- Provide feedback to the AVP on potential client engagement initiatives
- Submit periodic MI accurat...