Manager,CallCenter(Concierge)

The Manager, Remote Network (Call Center Concierge) is responsible for the oversight of the Concierge team. Ensure the team serves high-end customers with a sharp and professional business approach. Increases revenues and portfolio by building good will and customer loyalty. Making the high-end customer feel pampered and eager to increase relationship due to satisfaction. Position works on-site based in San Juan, PR. **MAJOR DUTIES & RESPONSIBILITIES:** * Manage high-value customer relations and offer the right solutions by understanding the true needs and by providing concierge-type service. Provide personalized and caring experiences. * Identifying potential new clients and working with them to build a lasting relationship to manage their wealth. * Identify opportunities to cross-sell banking products and services to clients, such as accounts, mortgages, insurance, and investment products, to maximize revenue and deepen client relationships. * Offer personalized financial advice and solutions tailored to the client's financial management objectives, including investment options. Anticipate and resolve client requests to exceed expectations. * Assist clients with their banking transactions and service requirements while building relationships and helping identify financial needs. * Promote agents' anticipation and resolution of client requests to exceed expectations, no matter how small or large the request. * Make sure high-value customers are aware of all we can do, to make their financial lives better. * Be self-sufficient in developing creative solutions to complex challenges presented by customers. * Be willing to assume risk and make decisions when critical or urgency emerges. * Cultivate, and create strong, authentic, and trusted relationships between the team and customers. * Comply and exceed engagement and service level performance targets. * Re-engage inactive high-value customers. * Use negotiation talents to solve service issues, provide financial solu