Manager, Remote Network (Concierge)

The Manager, Remote Network (Concierge-Call Center) oversees the proper process execution to serve high-end customers with a sharp and professional business approach. Increases revenues and portfolio by building goodwill and customer loyalty through Concierge agents. Making the high-end customer feel pampered and eager to increase relationships due to satisfaction. Positions works onsite based in San Juan, PR. MAJOR DUTIES & RESPONSIBILITIES: Manage high-value customer relations and offer the right solutions by understanding the true needs and by providing concierge-type service. Provide personalized and caring experiences.

Identifying potential new clients and working with them to build a lasting relationship to manage their wealth. Identify opportunities to cross-sell banking products and services to clients, such as accounts, mortgages, insurance, and investment products, to maximize revenue and deepen client relationships. Offer personalized financial advice and solutions tailored to the client's financial management objectives, including investment options. Anticipate and resolve client requests to exceed expectations. Assist clients with their banking transactions and service requirements while building relationships and helping identify financial needs.

Promote agents' anticipation and resolution of client requests to exceed expectations, no matter how small or large the request. Make sure high-value customers are aware of all we can do, to make their financial lives better. Be self-sufficient in developing creative solutions to complex challenges presented by customers. Be willing to assume risk and make decisions when critical or urgency emerges. Cultivate, and create strong, authentic, and trusted relationships between the team and customers. Comply and exceed engagement and service level performance targets. Re-engage inactive high-value customers.

Use negotiation talents to solve service issues, provide financial solutions and provide expert advice towards customers' needs. Position himself as the customer owner by making sure any issue escalated or referred to other areas is solved with agility and priority. Make sure the team follows up on any open issue, referral, or consultation until it is solved and confirm customer satisfaction no matter if the issue was assigned to others. Grow relationships and generate additional product bonding and generate referrals from satisfied customers. Strengthen bank relationships with clients and the team, utilizing excellent communication techniques, professional projection, and image.

Stay updated on economic trends, the stock market, and relevant topics to engage in customer conversations. Calls on prospective and existing customers to develop professional relationships; solicit new business. Follows up after the initial service or sales encounter. Other duties may be assigned. EDUCATION AND EXPERIENCE: Bachelor’s degree in Business Administration, Finance or related field required. At least three (3) years’ experience in a financial services company or related work of management required. Supervisory experience in call center environment is highly-desirable.

Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities. Fully bilingual – English and Spanish (verbal and written) required. Excellent consulting, sales, interpersonal and communication skills (written and public speaker). People oriented – deals effectively with clients of diverse social and gender groups. Strong analytical, decision making and problem-solving skills.