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Valley National Bancorp
First Vice-President, Customer Experience & AssuranceValley National Bancorp • Wayne, NJ, United States
First Vice-President, Customer Experience & Assurance

First Vice-President, Customer Experience & Assurance

Valley National Bancorp • Wayne, NJ, United States
30+ days ago
Job type
  • Full-time
Job description

Job Title

Responsibilities include but are not limited to:

  • Lead Quality Assurance strategy, execution, and calibration to ensure consistent, compliant, high quality customer interactions across all channels.
  • Oversee escalations, complaints, special servicing, and social media care, ensuring timely, accurate, and risk aware resolution.
  • Analyze quality, complaint, NPS, and Voice of the Customer insights to identify root causes, reduce repeat issues, and improve processes and customer experience.
  • Embed quality and escalation insights into coaching, training, and knowledge resources through close partnership with Learning & Development.
  • Lead the Support Leader function to provide frontline decision support and guidance.
  • Partner cross-functionally with Product, Technology, Operations, and Service teams to influence policy, process, and knowledge improvements.
  • Support Customer Care leaders with data driven insights, performance governance, and coaching enablement.
  • Champion a culture of accountability, inclusion, engagement, and continuous improvement.

Required Skills:

  • Strong knowledge of bank products, service and procedures.
  • Proficient knowledge of customer care operations, quality management, and service channel strategy.
  • Strong leadership capability with experience leading managers and multi disciplinary teams.
  • Expertise in performance analytics, quality frameworks, and learning enablement.
  • Ability to influence cross functional stakeholders and executive partners.
  • Excellent written and verbal communication skills.
  • Strong decision making, change leadership, and problem solving skills.
  • Ability to demonstrate sound decision-making skills.

Required Experience:

  • High School diploma or GED equivalent and a minimum of 5 years of customer service or operations experience with 5 years in a supervisory role.

Preferred Experience:

  • Banking, financial services, or regulated industry experience.
  • Experience overseeing quality assurance, training, or performance enablement functions.
  • Experience supporting multi channel service environments (call center, digital, social).
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First Vice-President, Customer Experience & Assurance • Wayne, NJ, United States

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