The American Bankers Association is the banking industry's champion. Joining ABA makes you part of a team that: • has Extraordinary People - ABA experts are the "go to" sources for bankers, policy makers and the media for credible information and insights for the banking industry. • has Unmatched Scope and Scale - ABA's unparalleled information and services keep members current, knowledgeable and prepared. • is Impact-Driven - ABA has a proven record of bringing about positive change for our members and the industry. We take action and achieve results. Plus competitive pay, an outstanding benefits package, a convenient DC location, a professional collegial work environment and an opportunity to work on issues of national significance equals a winning combination!
Did you know that women and other marginalized groups are often reluctant to submit job applications if they don’t meet 100% of the requirements? We encourage you to take a chance! If you don’t satisfy every criterion, but know you can excel in the role, we urge you to apply! We’d love to connect and talk with you about joining our team.
Employer of Choice: ABA is recognized with a 2023Great Company Culture Award and 2023 Great Place to Work designation!
Job Description:
The position is responsible for providing excellent expert (Tier 3) customer service to ABA's internal and external customers and members. It provides operational support for all activities of the Member and Customer Support team. This position serves as a functional team lead and escalation tier resource, supporting ABA customers and members with more complex tasks associated with accessing and using ABA products and services, processing of orders, and registrations. This role is responsible for ensuring that customers receive a high-quality support experience, including timely and accurate resolutions that promote customer satisfaction and retention.
Adherence to the department’s policies and standards (accuracy, attendance, etc.) is critical.
Key Responsibilities:
Data Entry:
Perform core data entry related to accounts (create and modify), orders (for products and services and event registrations), and other ancillary tasks, while adhering to departmental policies of timeliness and accuracy.
Perform advanced data entry processes which require an understanding of basic accounting terminology and rules. This includes, but is not limited to, complex refunds, credits, workday transfers, subscription management, registration transfer, etc.
Escalation Tier:
Receive and manage all Tier 1 and 2 escalations within Service Level Agreement (SLA).
Other primary responsibilities: 60%
Serve as the primary liaison and central point of contact for all departments across the association.
Monitor daily operations to guarantee comprehensive coverage and the fulfillment of SLAs.
Assist with the quality management program by developing procedural documentation, monitoring team communication, and ensuring adherence to quality standards.
Serve as the primary point of contact for all Tier 1 and Tier 2 escalations
Participate in panel interviews for new Tier 1 specialists and assist with the training program
Deliver critical data and insights from support systems to key enterprise stakeholders
Oversee and coordinate all interdepartmental communications.
Serve as the primary backup for management, ensuring seamless execution of daily operational and transactional processes.
Participates in departmental weekly staff meetings and attends other association-wide meetings.
Perform all other duties as assigned by business needs.
Requirements:
High School or Associates Degree.
6-8 years working in a leadership role within a customer service team is required.
Contact center experience required.
Experience with association/membership software.
Experience with CRM software.
Experience with Learning Management Systems.
Experience with Contact Center or UCaaS.
Experience supporting an ecommerce-based shopping cart.
Salary Band Range:
$59,273.00 - $80,766.00 - $102,260.00
American Bankers Association (ABA) is an Equal Opportunity/Affirmative Action 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.
ABA encourages and celebrates diversity so if you are motivated, hardworking and want to make a difference, come as you are!
The American Bankers Association is the united voice of America’s hometown bankers—small, regional and large banks that together employ more than 2 million women and men, hold nearly $17 trillion in assets, safeguard $12.8 trillion in deposits and extend more than $9 trillion in loans. ABA believes that government policies should recognize the industry’s diversity. Laws and regulations should be tailored to correspond to a bank’s charter, business model, hometown markets and risk profile. This policymaking approach avoids the negative economic consequences of burdensome, unsuitable and inefficient bank regulation. Through a broad array of information, training, staff expertise and other resources, ABA supports America’s hometown bankers as they perform their critical role as drivers of America’s economic growth and job creation.
