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Bank General Servicing Communications Lead

  • Location: Irving, TX, 75039
  • Job Type:Contract

Posted 23 days ago

Terrific 12+ month contract opportunity in Irving, TX for a Bank General Servicing Communications Lead. Will be a servicing communications liaison with the Retail Bank business groups and delivery teams. Will be critical to ensuring a seamless experience for customers and reduce the company’s exposure to operational and reputational risk by developing a best-in-class servicing experience across all customer communication touch-points and channels.
 
Responsibilities:
  • Set vision, strategy, and roadmap to deliver the best-in-class customer communications across all customer communication touch-points and channels.
  • Lead the creative development and strategy implementation for over 100+ Bank communications covering key customer experiences like account closures, Adverse Action, late fees, etc. for recession readiness as part of the Kitchen Cabinet Communications Taskforce.
  • Partner with SCS Team to develop Bank text strategy with key updates driving to increase digital engagement.
  • Customizing partnership communications to create a personalized customer experience for new programs such as Midas, company Workplace Banking, etc.
  • Partnering with other Servicing Communications Leads, Business Owners, Delivery teams, and Legal/Compliance to create or overhaul servicing communications based on customer and business needs, market trends, and customer insights.
  • Work with other Servicing Communications colleagues to help develop a Communications Strategy that will achieve the following:
    • Digital First Customer Interactions: Leverage digital channels to enhance and simplify the experience and drive Digital Self Service.
    • Differentiate How We Communicate: Make it easy, interesting, and appealing for our customers to get the info they need.
    • Deepen Customer Loyalty: Create company preference by demonstrating value and increasing delight via differentiated servicing strategies.
    • Drive Key Business Metrics: Increasing Digital Engagement, driving Digital Self Service, improving NPS, enabling Call Deflection.
  • Adhere to strategic guidelines set by Overhaul and brand work and ensure it’s threaded across touch points (online assets, letters, emails, etc.) while executing flawlessly in adherence to a disciplined control and program management processes.
  • Contribute to end-to-end creative development to ensure all items are accounted for and a flawless customer experience is achieved through the delivery of servicing communications.
  • Partner with external Creative Agencies, internal Creative Agency (CCOE), Servicing Delivery teams, and product teams to ensure the creative strategy is executed cohesively across relevant channels.
  • Provide guidance and partnership with internal teams on messaging and tone that should be implemented across servicing communications.
  • Review creative, content and copy with an eye for customer experience and copywriting – ensure the right message hierarchy, tone, language, and user experience in order to make it easy, interesting, and appealing for our customers to get the information they need.
  • Ensure Control/Compliance policies and procedures are closely followed throughout all creative development processes.
 
Qualifications:
  • 5+ years in Business, Customer Experience, Communications, or Marketing Strategy.
  • Strong Project Management skills.
  • Proficient PowerPoint, writing, and presentation skills.
  • Company alumni, or financial industry background preferred.
  • Bachelor’s degree Preferred.
  • Strategic orientation with proven ability to understand larger landscape, but delve into details in order to ensure that we are connecting the dots between different projects.
  • Innovative thinker with the ability to challenge the status quo and come up with creative solutions to solve problems and overcome hurdles.
  • Able to identify, source, and analyze data and information from available sources primary and secondary), identify trends, join the dots and draw conclusions to inform key business decisions.
  • Strong customer centric focus and past achievement in applying a customer mindset to shape solutions and approach to realize marketplace potential and meet financial goals.
  • Passion and knowledge of digital customer experience best practices across desktop, mobile, and tablet. Knowledge of mobile first principles.
  • Adaptable, Bold, Collaborative, Courageous and Determined and operates with a lot of Empathy both in internal interactions and for the customer.
  • Strong team player, with excellent interpersonal skills and ability to influence, collaborate and communicate across all levels and across lines of business, internal resources and external vendors.
  • Self-Aware and comfortable operating in a highly matrix, complex arena.
 
If this is a perfect fit, Apply now!