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About TSR:

TSR is a relationship-based, customer-focused IT and technical services staffing company.

For over 40 years TSR, Inc. and its wholly owned subsidiary, TSR Consulting Services, have prospered in the Information Technology staffing business, earning the respect of companies both large and small with well refined candidate screening, timely placement, and a real understanding of the right skill sets required by our clients.

Mission & Vision

We do not believe in building a vision around the company but building a company around our vision, which is simply;

Every employee’s voice matters, their effort is appreciated, and their talent is rewarded.

We challenge each employee daily, to raise the bar on how we treat our consultants and candidates. For far too long in this industry, candidates have been ghosted, lied to, or placed at a client and then forgotten about. Each day our staff works tirelessly at qualifying and placing, top talent with our clients, in a compassionate and caring manner.

Not every candidate is a match for the job, but every candidate and consultant will be treated with respect and professionalism.

Servicing Communications Lead

Job Description

  • Location: New York, NY
  • Type: Contract
  • Job #73181

Our client, a leading financial services company is hiring a Servicing Communications Lead on a long-term contract basis.

Work Location:

New York, NY

Summary:

  • The team supports both Cards and Retail Bank servicing communications. The Bank General Servicing Communications Lead will be a servicing communications liaison with the Retail Bank business groups and delivery teams. This individual will be critical to ensuring a seamless experience for customers and reduce the company’s exposure to operational and reputational risk by developing a best-in-class servicing experience across all customer communication touchpoints and channels.
  • Set vision, strategy, and roadmap to deliver the best-in-class customer communications across all customer communication touchpoints and channels.
  • Lead the creative development and strategy implementation for over 100+ Bank communications covering key customer experiences like account closures, Adverse Action, late fees, etc. for recession readiness.
  • Partner with SCS Team to develop Bank text strategy with key updates driving to increase digital engagement.
  • Customizing partnership communications to create a personalized customer experience for new programs.
  • Partnering with other Servicing Communications Leads, Business Owners, Delivery teams, and Legal/Compliance to create or overhaul servicing communications based on customer and business needs, market trends, and customer insights.
  • Work with other Servicing Communications colleagues to help develop a Communications Strategy.
  • Leverage digital channels to enhance and simplify the experience and drive Digital Self Service.
  • Make it easy, interesting, and appealing for our customers to get the info they need.
  • Increasing Digital Engagement, driving Digital Self Service, improving NPS, enabling Call Deflection.
  • Adhere to strategic guidelines set by Overhaul and brand work and ensure its threaded across touch points (online assets, letters, emails, etc.) while executing flawlessly in adherence to a disciplined control and program management processes.
  • Contribute to end-to-end creative development to ensure all items are accounted for and a flawless customer experience is achieved through the delivery of servicing communications.
  • Partner with external Creative Agencies, internal Creative Agency, Servicing Delivery teams, and product teams to ensure the creative strategy is executed cohesively across relevant channels.
  • Provide guidance and partnership with internal teams on messaging and tone that should be implemented across servicing communications.
  • Review creative, content and copy with an eye for customer experience and copywriting- – ensure the right message hierarchy, tone, language, and user experience in order to make it easy, interesting, and appealing for our customers to get the information they need.
  • Ensure Control/Compliance policies and procedures are closely followed throughout all creative development processes.

Required Skills:

  • 5+ years in Business, Customer Experience, Communications, or Marketing Strategy
  • Strong Project Management skills
  • Proficient PowerPoint, writing, and presentation skills
  • Financial industry background
  • Strategic orientation with proven ability to understand larger landscape, but delve into details in order to ensure that we are connecting the dots between different projects
  • Innovative thinker with the ability to challenge the status quo and come up with creative solutions to solve problems and overcome hurdles
  • The ability to identify, source, and analyze data and information from available sources primary and secondary), identify trends, join the dots and draw conclusions to inform key business decisions
  • Strong customer centric focus and past achievement in applying a customer mindset to shape solutions and approach to realize marketplace potential and meet financial goals
  • Passion and knowledge of digital customer experience best practices across desktop, mobile, and tablet. Knowledge of mobile first principles
  • Adaptable, bold, collaborative, courageous and determined and operates with a lot of empathy both in internal interactions and for the customer
  • Strong team player, with excellent interpersonal skills and ability to influence, collaborate and communicate across all levels and across lines of business, internal resources, and external vendors
  • Self-aware and comfortable operating in a highly matrix, complex arena

Education:

Bachelors or work equivalent experience preferred

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