Senior Manager, Financial Assistance & Customer Service
Core
Lead teams in financial assistance and complaints management for customers experiencing financial difficulty or dissatisfaction.
Role type
Senior Manager, Customer Relations & Financial Assistance
Builds
Hardship and complaints resolution strategies and outcomes
Domain
Consumer Finance / Regulated Financial Services
Deliverable
client delivery
Required skills
Strategic leadership, regulatory compliance, risk management, root cause analysis, team coaching, stakeholder management
Preferred skills
Experience in dispute resolution, cultural excellence, change management
Responsibilities
Provide strategic and operational leadership across hardship and complaints functions; Balance customer-first outcomes and business priorities; Embed governance and regulatory compliance; Drive continuous improvement through insights and analysis; Lead and coach teams to deliver consistent outcomes; Partner across the organization to influence change
Seniority
Senior, hands-on IC with team leadership