EFT Support Manager - Sparks Group

Job Summary/Company:
Sparks Group has partnered with a long standing financial services organization to identify a EFT Customer Support Manager to guide a team that is the primary point of contact for client support needs during overnight hours. The goal of this team will be to provide high touch, personalized service that is the bedrock of the customer first support model. Well qualified candidates will have experience leading high performing teams, in a high touch client service role within financial services, and an AAP certification.

Salary Range: $110,000 - $120,000 annually. 

Responsibilities:

• Partner cross-functionally to drive business process improvements through automation solutions
• Ensure adequate coverage for vacation, sickness, peer absences
• Manage teams across two sites in a hybrid/remote environment, ensuring frequent touchpoints for inclusivity and cohesion
• Analyze and evaluate existing processes; ensure operations and procedural documentation are up to date
• Oversee implementation of new processes and procedures
• Investigate and troubleshoot any problems that arise with processes, procedures, and operations
• Identify knowledge and skill gaps and actively work to create a multi-skilled team
• Provide training and continuous learning opportunities as product and client needs evolve.
• Evaluate gaps in the functionality of current tools and technologies; deploy improvements that will maximize operational effectiveness and service quality
• Monitor age and quality of cases generated, addressing any concerns quickly

Qualifications/Background Profile:

• Bachelor’s degree required; Business Management major preferred
• Minimum 3-4 years in a high touch client service and/or operations role
• Experience working in a Mainframe and Windows Distributed systems environment and intermediate to advanced Excel skills
• ACH Professional (AAP) certification highly desired
• Proven leadership skills that includes experience building teams, coaching, and mentoring remote and onsite staff
  
• Financial Services background focused on payments, investigations, and transaction processing
• Must have experience working with service level metrics and driving continuous improvement using metrics
• Candidate must possess exceptional interpersonal skills, and a strong desire towards issue resolution while maintaining minimal number of handoffs
• Outstanding problem solver with an analytical mindset, excellent organizational skills and demonstrated passion for detail
• Excellent verbal and written communication skills (i.e., the ability to bring actionable insights through effective communication and establish good rapport with internal and external customers).

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This job is Hybrid Remote.

Pay Range: Salary $110,000.00 to $120,000.00

We offer several comprehensive benefits package including health and life insurance, paid and unpaid time off, and retirement and savings plans to qualifying employees.

Download the Sparks Group mobile app from Apple App Store or Google Play.

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Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.