Director of Customer Experience

Role: Director of Customer Experience

Compensation: $125k-$150k

What is Reach Financial?

Reach Financial is a FinTech platform helping people outsmart debt for good.

We are building innovative products and best-in-class support that enable our customers to take control of their debt and de-mystify their personal finances. Our products and tools empower our customers to turn their financial goals into a reality.

Reach Financial launched in 2015 and has helped our customers pay off over $1 billion in debt. We offer debt consolidation loans and personal loans; together, these markets represent a $1.5T opportunity. In time, we will expand beyond these products to offer solutions for a variety of our customers' personal finance challenges.

We are a fast-growing and fast-paced FinTech startup with the stability of an established firm. You will have a front-row seat at a rapidly growing company innovating the FinTech industry.

About the Role:

The Director of Customer Service Operations is responsible for overall management of the Customer Service team.   Your role is to ensure that we delight our customers, not only during interactions with the customer service team, but across the full customer journey. You be responsible for building out the infrastructure and processes to ensure that our operations are efficient, scalable, and can handle sudden fluctuations in call volume.  

What you will do

• Lead the Customer Service team operations.  

• Partner with the management team to align department policies and systems with the company's objectives. 

• Develop and refine workflows to identify continuous improvement opportunities  

• Identify risk factors and realign accordingly by refining operational processes  

• Ensure that workflows and operational processes are in sync with corporate goals and business strategy  

• Plan and execute all required improvements on current call cycles, sales funnels, conversion optimization, and operational processes  

• Develop productivity and quality standards to maximize workflows, operational processes, and customer experience  

• Maintain and improve Contact Center operations by working with key stakeholders  

• Oversees customer issues and ensure effective and long-term problem resolution 

• Establish best practices for quality responses and excellent response time  

• Develop and analyze reports to measure Customer Service KPI’s  

• Monitor and track key metrics, conduct call auditing and provide constructive feedback to the teams  

• Encourage feedback from team members.  

Scope  

The Director of Customer Service Operations works under minimal supervision exercising independent judgment.  This person must be initiative and action oriented, self-directed, highly organized, forward-thinking and creative.    

Essential Skills, Knowledge and Requirements  

• Bachelor's degree from an accredited four-year program or relevant experience  

• Minimum of 7 years of experience leading a Contact Center or Call Center  

• Proven experience in successfully developing and implementing workflows and operational processes  

• Strong ability and experience in assessing operational needs and weaknesses  

• Tenacious at diagnosing problems and quickly focused on solutions  

• Solid operational, strategic and leadership skills  

• Proven problem-solving abilities in a fast-paced, entrepreneurial environment  

• Strong decision making and time management skills with the ability to manage multiple projects/duties.    

• Trustworthy with the ability to maintain highest level of integrity and trust.  

• Proficiency in Microsoft Office, specifically Word, Excel and PowerPoint.   

What is it like working at Reach Financial?

Our culture is built around advancing our teams, and we are dedicated to the success and growth of every team member. We believe in retaining a high-performing workforce and we prioritize diversity, intellectual curiosity, and continued learning. Our generous benefits packages reflect that.

We’ve been hard at work perfecting our product for years, and now we’re growing faster than ever before. Our strong foundation and company culture is readily equipped for this growth, and we believe that with the right people, our products will continue to help customers make real changes in their financial lives.

What benefits will you receive?

• Healthcare, Life Insurance, 401k Match
• Paid Time Off, Paid 12-week Parental Leave
• Disability (short-term, long-term), Employee Assistance Program
• Spending Accounts (Transit/Parking, Medical, Dependent Care)
• Insurance Discounts (home, auto, pet)

Reach Financial is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Reach Financial makes hiring decisions based solely on qualifications, merit, and business needs at the time.