Experience

Mercantile Bank

• Financial Services
• 200 - 300 Employee

• Team Leader Customer Resolution

  • Oct 2015 - Present

  Team Management: Provide leadership and guidance to a team of customer resolution officers. Set performance expectations, coach and mentor team members, and conduct regular performance evaluations. Foster a positive and collaborative team environment.• Customer Complaint Resolution: Oversee the efficient handling and resolution of customer complaints and issues. Ensure adherence to established procedures, quality standards, and regulatory requirements. Handle escalated customer complaints and work towards satisfactory resolutions.• Escalation Handling: Manage escalated customer issues, liaising with other departments, senior management, and relevant stakeholders to resolve complex or sensitive cases. Provide guidance and support to team members in managing escalated cases.• Training and Development: Identify training needs and facilitate training programs to enhance the skills and knowledge of customer resolution officers. Provide ongoing coaching and mentoring to improve performance and professional growth.• Performance Monitoring and Reporting: Monitor team performance and productivity, tracking key performance indicators (KPIs) such as case resolution rates, customer satisfaction scores, and turnaround times. Generate reports on team performance, trends, and areas for improvement.• Process Improvement: Continuously evaluate and improve customer resolution processes and workflows. Identify bottlenecks, recommend process enhancements, and implement best practices to optimize efficiency and effectiveness.• Stakeholder Management: Collaborate with other departments, such as customer service, operations, and compliance, to address systemic issues and improve the overall customer experience. Foster strong relationships with internal stakeholders to facilitate smooth case resolution and customer satisfaction. Show less

• Customer Resolution Officer

  • Feb 2013 - Oct 2015

  Receive, document, and analyze customer complaints, ensuring accurate recording of details and relevant information. Respond to customer complaints in a professional and empathetic manner, aiming for a satisfactory resolution within defined service level agreements.• Conduct thorough investigations into customer complaints, gathering necessary information, and collaborating with internal departments or stakeholders to resolve issues effectively. Utilize problem-solving skills to identify root causes and implement corrective actions to prevent recurrence.• Manage customer cases through their lifecycle, ensuring timely updates and appropriate follow-up actions. Maintain accurate case records, document interactions and resolutions, and ensure compliance with regulatory requirements.• Interact with customers in a courteous and professional manner, providing updates, explanations, and resolutions to their complaints. Clearly communicate complex information and ensure customer understanding of the resolution process and outcomes.• Analyze customer complaints, identify potential solutions, and work towards resolving issues to the customer's satisfaction. Collaborate with internal teams, such as operations, risk, or compliance, to resolve complex or escalated cases.• Adhere to regulatory requirements and internal policies in handling customer complaints and ensuring compliance with applicable laws and regulations. Stay updated on regulatory changes and incorporate them into complaint resolution processes.• Strive to enhance overall customer satisfaction by addressing customer concerns promptly and effectively. Utilize customer feedback to identify trends and areas for improvement in products, services, or processes. Show less