Lead Resolution Planner
Welcome to Discover Financial Services – where innovation meets excellence! We are looking for a dynamic and driven individual to join our team as a Lead Resolution Planner. As a leader in the financial services industry, we strive to provide our customers with exceptional experiences and solutions. In this role, you will have the opportunity to utilize your strategic planning skills to drive resolution and recovery efforts for our customers. If you have a passion for problem-solving and a strong background in financial services, we want to hear from you!
- Develop and implement strategic plans to improve resolution and recovery for customer issues.
- Analyze data and identify trends to proactively address potential issues.
- Collaborate with cross-functional teams to identify and implement process improvements.
- Lead a team of resolution planners and provide guidance and support in achieving goals.
- Monitor and track progress of resolution efforts and provide regular updates to management.
- Communicate with customers and internal stakeholders to ensure timely and effective resolution.
- Develop and maintain relationships with key partners to enhance resolution efforts.
- Stay up-to-date with industry trends and best practices to continuously improve processes.
- Conduct regular training and development sessions for team members to enhance their skills.
- Provide recommendations to management for resource allocation and budget planning.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Foster a positive and inclusive work environment that promotes teamwork and collaboration.
- Represent the company in a professional manner and uphold its values and reputation.
- Handle escalations and difficult customer situations with empathy and effective problem-solving.
- Continuously monitor and assess the effectiveness of resolution strategies and make necessary adjustments.
Extensive Knowledge Of Financial Services Industry: A Lead Resolution Planner At Discover Financial Services Must Possess A Strong Understanding Of The Financial Services Industry, Including Consumer Lending, Credit Cards, And Banking. This Knowledge Is Essential In Order To Effectively Analyze And Resolve Customer Issues.
Excellent Communication And Interpersonal Skills: As A Lead Resolution Planner, One Must Be Able To Effectively Communicate With Both Customers And Internal Teams. This Requires Excellent Verbal And Written Communication Skills, As Well As The Ability To Build Rapport And Maintain Professional Relationships.
Strong Analytical And Problem-Solving Skills: The Ability To Analyze Complex Data And Identify Solutions Is Crucial For A Lead Resolution Planner. This Role Involves Investigating Customer Complaints And Finding Efficient And Effective Ways To Resolve Them.
Experience In Customer Service And Conflict Resolution: Previous Experience In Customer Service, Particularly In A Financial Services Setting, Is Highly Desired For This Role. A Lead Resolution Planner Must Have Experience In Managing And Resolving Customer Issues In A Professional And Timely Manner.
Leadership And Team Management Experience: As A Lead Resolution Planner, One Will Be Responsible For Managing A Team Of Resolution Planners. Therefore, Previous Experience In Leadership And Team Management Is Essential. This Includes The Ability To Delegate Tasks, Provide Guidance And Support, And Foster A Positive And Collaborative Team Environment.
Process Improvement
Project Management
Data Analysis
Communication
Time Management
Team Management
Negotiation
Conflict Resolution
customer service
Risk assessment
Problem-Solving
Decision-Making
Communication
Conflict Resolution
Leadership
Time management
Interpersonal Skills
creativity
Attention to detail
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Lead Resolution Planner in Houston, TX, USA is $58,000 to $84,000 per year. However, this can vary depending on factors such as experience, education, and the specific company or industry the individual is working in.
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Discover Financial Services, Inc. is an American financial services company that owns and operates Discover Bank, which offers checking and savings accounts, personal loans, home equity loans, student loans and credit cards. It also owns and operates the Discover and Pulse networks, and owns Diners Club International.
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