Manager Client Experience & Escalations

Employment Type: Full Time, Permanent

People Manager: No

The successful candidate can work from anywhere in Canada.

The opportunity:

As FACE's Manager Client Experience and Escalations, you are responsible for overall client satisfaction, ensuring consistency with a premium client experience across departments and overall satisfaction with FACE's outbound referrals to ecosystem partners and issue resolution process. You are also responsible for coordinating the applicant appeals' process with all respective stakeholders and will lead client engagement in this regard. As the Manager Client Experience and Escalations, you ensure that what and how we deliver aligns with or exceeds applicant and client expectations.

The Manager Client Experience and Escalations also leverages a deep knowledge of financial and business analysis.

Overview of Responsibilities:

• Acts as a key point of contact, proactively engaging declined applicants pre and post formal notifications and responding to client's queries across all geographies.

• Provide an exceptional client experience by delivering customized business and financial advice, demonstrating a deep understanding of our applicants' and clients' business and industry.

• Completes applicant and client activity logs including day to day activities/issues, ensuring FACE service standards are upheld through daily review of key data, issue tracker and query management and resolution.

• Collaborates with wider FACE team and bring the full breadth of FACE and its partners to all applicants and clients.

• Manages and coordinates the applicant appeals process with all applicable stakeholders

• Supports FACE's Client Experience across departments, to ensure FACE provides best in class service to our Coverage of applicants and clients.

Qualifications:

• BA or BSc in business, or other relevant degree

• 3-5 years of experience in the client-care and financial services industries

• Excellent communication (oral, written and non-verbal), presentation and negotiation skills

• Strong relationship management, and partnership development capabilities and skills

• Ability to work independently and as part of a national team

• Solid organizational skills with a proven track record in managing business clients' expectations

• Knowledge of lending products and services, including industry specific knowledge as applicable

• Intimate with Microsoft Office suite and video conferencing technology.

• Strong time management, organizational and reporting skills