Job Title: Online Client Relations ManagerCompany: Capital One FinancialLocation: Wellington, Wellington, NZJob Type: Part-TimeSeniority: Mid-to-Senior LevelYears of Experience: 8Job Description:Capital One Financial is searching for a dynamic and dedicated Online Client Relations Manager to join our team in Wellington, NZ. The ideal candidate will possess a strong background in client relations within the financial sector and will be passionate about delivering exceptional online service experiences. This part-time position is perfect for someone who is resourceful, analytical, and has critical thinking skills to tackle challenges and foster positive client relationships.Key Responsibilities:Client Engagement:Develop and maintain strong relationships with clients, understanding their needs and expectations to enhance satisfaction and retention.Serve as the primary point of contact for online support inquiries, promptly addressing client concerns via email, chat, and social media.Strategy Development:Collaborate with senior management to implement online client relations strategies that align with overall business objectives.Analyze client feedback and engagement metrics to draw actionable insights and improve services.Conflict Resolution:Handle escalated client issues with professionalism and empathy; provide solutions that adhere to Capital One's policies and uphold the company's reputation.Develop processes for effectively resolving client complaints and inquiries to minimize escalations.Team Collaboration:Work with cross-functional teams, including marketing, product development, and operations, to ensure that the client experience is consistent and seamless.Train and mentor junior team members on best practices in client relations and online engagement.Reporting and Analysis:Prepare and present reports on client engagement trends, feedback, and satisfaction rates to stakeholders, making recommendations for necessary improvements.Utilize analytical tools to gauge the effectiveness of online campaigns and initiatives aimed at enhancing client relations.Market Research:Stay informed about industry trends, competitor offerings, and best practices in client relationship management to maintain a competitive edge.Participate in benchmarking studies to understand how Capital One's client relations compare to industry standards.Quality Assurance:Monitor online communication channels to ensure compliance with company policies and uphold high service standards.Gather insights on opportunities for product improvement or service enhancements based on client feedback.Requirements:Bachelor's degree in Business, Communications, Marketing, or a related field.A minimum of 8 years of relevant experience in client relations, preferably in the financial services industry.Proven ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.Desired Personality Traits:Passionate: A genuine enthusiasm for helping clients and driving positive outcomes.Resourceful: Demonstrated ability to solve problems creatively and effectively, utilizing available tools and resources.Essential Soft Skills:Strong analytical skills for interpreting data and feedback in order to enhance client experience.Exceptional critical thinking abilities to navigate complex client concerns and devise practical solutions.Benefits:Free accommodation.Dental insurance.Travel opportunities.Working Environment:Join a pioneering company that sets benchmarks in the financial industry. At Capital One, you will be part of a dynamic team dedicated to innovation, client satisfaction, and creating a positive impact in the community.Application Deadline: Please submit your application by September 19, 2024.Equal Opportunity Statement: Capital One Financial celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
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