Job Description

The Program Manager-Affluent will be a key member of our Affluent-Service team, working closely with Service teams to manage customer escalations. This role is critical in ensuring customer issues are resolved efficiently, especially when they require attention beyond standard support channels.. The successful candidate will have the opportunity to make a significant impact on the bank's affluent customer segment and contribute to its overall success.

Responsibilities

• Handle high-priority or complex customer complaints that frontline teams cannot resolve. Offer tailored financial solutions, including investment advice, wealth management, and banking services, to meet customer needs.
• Ensure timely and satisfactory resolution by coordinating across departments.
• Act as a bridge between customers, internal teams (e.g., operations, tech, compliance), and senior management.
• Escalate issues to appropriate levels when necessary and follow through until closure.
• Investigate recurring or systemic issues.
• Recommend process improvements to prevent future escalations.
• Maintain clear, empathetic, and professional communication with customers throughout the escalation process.
• Provide regular updates and ensure transparency.
• Track escalation trends, resolution timelines, and customer satisfaction.
• Share insights with leadership to improve service quality and reduce future escalations.
• Ensure all escalations are handled in line with regulatory and internal compliance standards
• Represent the bank professionally and ethically, upholding its values and reputation.

Qualifications

• Bachelor's degree in Finance, Business Administration, or a related field
• Minimum 3-5 years of experience in relationship management or a similar role, preferably in the banking or financial services industry.
• Strong problem-solving and analytical skills
• Excellent communication and negotiation abilities
• High emotional intelligence and customer empathy
• Knowledge of internal systems and escalation protocols
• Minimum 3-5 years of experience in relationship management or a similar role, preferably in the banking or financial services industry.
• Excellent interpersonal and communication skills, with the ability to build rapport and trust with customers.
• Ability to work independently and manage multiple priorities effectively.
• Proficiency in using Microsoft Office and other relevant software applications.
• Strong analytical skills, with the ability to interpret financial data and make informed recommendations.
• Willingness to stay updated with industry trends and best practices.

Ability to work under pressure and manage multiple priorities