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Job Description:
The program manager leads quality assurance efforts for the Member and Customer Support (MCS) function, with a focus on maintaining high standards across multi-channel customer communications and service delivery. This role oversees quality monitoring practices, promotes accuracy and consistency in customer-facing interactions, and helps ensure alignment with organizational standards, brand expectations, and service objectives.
The program manager also supports continuous improvement by identifying opportunities to strengthen processes, enhance the customer experience, and reinforce accountability across the MCS team.
Key Responsibilities:
Monitor incoming multi-channel customer interactions to ensure priority handling of customer support requests via email, phone, and live chat.
Respond to and resolve customer support requests promptly and accurately while meeting the Office of Member Engagement (OME) customer support objectives.
This is a team lead who serves in an individual contributor capacity.
Quality Assurance:
- Score multi-channel customer communications, including phone, email, and chat interactions to evaluate quality, compliance, accuracy, and adherence to service standards.
- Prepare and deliver weekly and monthly quality reports to management and the team, highlighting trends, performance results, opportunities for improvement, and recommended actions.
- Meet with team members in one-on-one coaching sessions to provide quality feedback, reinforce expectations, recognize strengths, and support performance improvement.
- Partner with management to maintain and refine quality rubrics, evaluation parameters, and scoring guidelines to ensure consistency, relevance, and alignment with departmental goals.
- Conduct live monitoring of customer interactions to provide real-time observations, immediate feedback, and timely performance support when needed.
- Monitor quality trends and root causes across customer interactions to identify process gaps, and recurring service issues, and recommend corrective actions and training.
- Ensure customer-facing communications align with brand standards, knowledge resources, compliance requirements, and service expectations across all supported channels.
- Support calibration efforts with leadership to promote scoring consistency, evaluate quality outcomes fairly, and strengthen overall program effectiveness.
- Assist with onboarding and ongoing training by identifying quality-related learning opportunities and contributing to coaching materials, job aids, and best practice guidance.
- Serve as a quality resource for leadership by delivering actionable insights that improve service consistency, customer experience, and operational performance.
Data Entry:
- Process account, order, subscription, and registration updates with a high degree of accuracy, timeliness, and attention to detail, ensuring records are maintained in accordance with departmental standards.
- Complete advanced transaction-related data entry, including complex refunds, credits, transfers, and related adjustments, while applying appropriate business rules, accounting guidelines, and internal procedures.
- Maintain data integrity across systems by reviewing entries for completeness, accuracy, and proper documentation to support quality service delivery and reliable reporting.
Escalation Tier:
- Receive and solve complex issues escalated from Tier 1 and Tier 2 support, applying strong product, service, and process knowledge to drive effective resolution.
- Resolve escalated customer issues within established service level agreements (SLAs), ensuring timely follow-through, accuracy, and a high-quality customer experience.
- Serve as the primary liaison and central point of contact for cross-functional departments to coordinate the resolution of complex customer matters.
- Perform all other duties as assigned
Requirements:
- High School or Associate's Degree required.
- 6-8 years of experience within a customer service team required.
- Experience serving as a team lead strongly preferred.
- Customer Service center experience required.
- Experience with association/membership software preferred.
- Experience with CRM software preferred.
- Experience with Learning Management Systems preferred.
- Experience with Contact Center or UCaaS (Unified Contact Center as a Service) required.
- Experience supporting an e-commerce-based shopping cart preferred.
Salary target for the role:
75,000.00 - 82,000.00
Salary Band Range:
$61,645.00 - $84,000.00 - $106,355.00
American Bankers Association (ABA) is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, age, sex, marital status, gender identity, sexual orientation, disability, protected Veteran status, personal appearance, political affiliation, family responsibilities, or any other characteristic protected by applicable law.
