What you'll do:

• Lead and mentor a team of Transaction and Accounts Associates handling customer inquiries and concerns across email, social media, and transaction-related workflows.
• Oversee day-to-day operations to ensure all customer interactions are managed efficiently, accurately, and in alignment with company standards and compliance requirements.
• Monitor and analyze workflow performance across channels (email, social media, transactions) to ensure timely responses, quality resolutions, and a consistent customer experience.
• Identify recurring issues, process bottlenecks, and opportunities for improvement; implement strategies to enhance service delivery and operational efficiency.
• Act as the main point of escalation for complex or high-priority customer cases, ensuring swift and appropriate resolution.
• Collaborate with internal teams such as Compliance, Marketing, and Product to streamline processes, enhance customer ...