Tnb Card Services / Vantiv Work Values

Daily Duties at Tnb Card Services / Vantiv:

Direct Multi-site responsibility for Contact Centers servicing, Customer Service, Retention, Collections, Outbound Services, Work Force Management, IVR Analytics and Quality Assurance. Provide sustained solutions and services to over 500 Credit Unions and its members. •Serve as a hands-on Leader setting the vision, strategy and culture that ensures a high level of customer service and experience, associate satisfaction and reduced turnover •Responsibility of a Servicing staff to mitigate losses and reduce delinquencies •Manage the communications with internal management and external clients •Evaluate and make recommendations related to organizational structure, talent assessment, staff reductions/expansions, process flows and technology needs •Implements processes to reduce Delinquency and Charge offs, assists in ensuring appropriate reporting of Charge Offs in accordance with State and Federal regulations. •Managing and performing updates to the collections systems and other department technology as required •Producing delinquency and production reports for the Servicing Department •Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every interaction •Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision •Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction •Manage and expand client and coworker relationships •Insure compliance with regulatory agency guidelines and standards •Implements call center operational strategies by conducting needs assessments, performance reviews, capacity planning, establishing productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews •Work with the various support teams, including Human Resources and IT to accomplishes objectives including: Selecting, orienting, training, assigning, coaching, counseling, and enforcing policies and procedures Responsible for all Call Cerner / Collections KPIs and client SLA expectations

What they like about Tnb Card Services / Vantiv:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Executive Management, Operations, Contact Centers, Vendor Management, Outsourcing, Stratrgic Planning, P and L, Collections, Financial Analysis, Risk Management, Retention, Customer Service

Skills

Financial Analysis, Call Center Leadership, Collections, Outsourcing, Process Management, Change Management, Budgeting, Strategic Planning, Executive Leadership, Customer Service, Policy Development , KPI Management, P and L, Vendor Management, Consulting

These are some of the questions we asked our climbers about their experiences with Tnb Card Services / Vantiv: