Member Care Officer

Department

Customer Success

Employee Type

Probationary

Summary

JOB SUMMARY

Responsible for developing customer care-related processes, training, and back office-related activities. The Customer Process and Training Officer will be responsible in documenting these processes through collaboration with key stakeholders. This will involve identifying process improvement opportunities and coordinating the implementation of these improvements through different methods/channels. The ideal candidate should also have an understanding of process documentation, project management foundations, and training.

This position requires a self-starter who is well organized, focused and is a problem solver.

ROLE FUNCTIONS AND RESPONSIBILITIES

• Regular (Non-exhaustive)

Customer Process

• Complies with company's standards for process documentation and improvement
• Develops, reviews, updates, implements Customer Processes (aligned with user story)
• Contributes to Business Process developments. Creates processes, reports, and materials related to Rewards Operations
• Works with Customer Care, Contact Center, Partners, and functional departments to identify and document customer related processes
• Conducts regular contact center and partner calibration/audit exercise to evaluate business processes to identify process gaps which cause issues (risk, revenue lost, bad experience)
• Assesses opportunities to enhance customer processes for efficiency
• Provides recommendations for techniques to re-engineer/improve customer processes
• Assists in the implementation of customer processes and process changes
• Works with Customer Success Business Process Team to help manage the successful execution, implementation, and adoption of cross-functional process improvement and track ongoing impact of changes on performance metrics
• Acts as Overall Customer Help Center (external customer processes) POC
• In charge of Help Center Set up/Configurations, Management of the Help Center Website and Integrations
• Develops, Reviews, Updates Help Center Articles
• Prepares Help Center Performance Reports
• Monitors Search trends for Article improvement
• Approves of Suggested Internal and External Articles

Training & Communication

• Develops, reviews, updates Training Materials
• Maintains Training Inventory and partner operations leads directory file
• Facilitates/ Endorses all Training and Cascade (Internal and Partners)
• Facilitates GG/RR/GR Trainer Certification, Product Training, Contact Center Upskilling/ Cross-skilling Training,
• Acts as Product SME for Partners and conducts train the trainer activities/Mentor Mentee
• Conducts or coordinates process training throughout or where needed
• Cascades information from established documented policies and procedures with methods not limited to dissemination of advisories, memorandums, briefing, training, checklists, etc
• Coordinates with other departments/sections, vendors, contact center, partners and ensure new policies and procedures are documented and coordinated for handling.
• Encourages participation and feedback of line personnel to policies, procedures or programs introduced related to customer success, quality, safety, and security
• Ensures internal and external audits are coordinated to
• Promotes and supports a customer-centric culture of continuous improvement
• Periodic
• Attends business reviews (quarterly)
• Conducts Contact Center and partner calibration/audit exercise
• Participates in Contact Center and Partner related immersion activities
• Identifies opportunities and prepare proposal and project planning
• Works with internal teams, vendors, and partners to generate needed process or reports for representation and assessment
• Does train the trainer activities/Mentor Mentee

LEVEL OF AUTHORITY

• Representation of the BPMC team to providers, partners in the absence of the BPMC Head
• Business and member care process related review and 1 st level approval (process)

ACCOUNTABLE OUTCOMES PERFORMANCE MEASURES

Deliverables

• Financial

1.1 Manage costs to budgeted levels

• Customer Satisfaction

2.1 Improve overall customer satisfaction

2.2 Increase customer likelihood to recommend

• Customer Processes and Training

3.1 Deliver excellent customer service

3.2 Create and improve customer processes of internal teams and partner provider

3.3 Continuous improvement of processes

3.4 Regular cascade and training

Metrics

• Financial

1.1 Cost budget

• Customer Satisfaction

2.1 Overall customer satisfaction score from monthly customer survey

2.2 Customer likelihood to recommend from monthly customer survey

• Customer Processes and Training

3.1 SLA performance

3.2 Internal Escalation SLA performance and vendor feedback from annual survey

3.3 Customer Process efficiency review and update

3.4 Partner feedback from annual survey

3.5 Training Completion Rate

Qualifications & Experience

Required Educational Background

• Minimum requirement: Associate Graduate in any communication or service field (with Honors)
• College degree in any field of studies

Other Training / Certifications

• Process Documentation
• Problem Solving and Decision Making Training
• Training for trainers Certification
• Rewards, Retail, Airline, training/experience
• Loyalty marketing program operations and management (on the job and induction) is a plus

PERSONAL ATTRIBUTES

• Ideally with minimum of 1yr experience in Process Documentation, Training, Risk Management, Quality.
• Have had SME/Sr. Agent/CSR roles experience
• Experience in CRM or account and relationship management focused on customer needs
• Detail oriented and agile personality
• Quality Assurance, Training & Development experience is a plus
• Familiarity with loyalty/rewards, operations, business process, will be a plus

Experience Range Range (Years)

0 - 4 years