Job Description

Ria's mission is to be the most progressive money transfer company in the world by offering service excellence and the most competitive and reliable remittance payment services to our customers.

Customer Care Manager is responsible for providing excellent customer care and promotes this idea throughout the Division. The manager must focus on the strategic planning of the Division. The manager oversees operational systems and processes and looks for opportunities for improvement within the Division. Managers must play a significant role in long-term team planning, reporting and implementing change control processes.

Responsibilities

• Anticipates and tracks operational providing strategic solutions.
• Manages day to day business of the America's Division for Customer Care department
• Actively identifying where processes can be improved so that costs can be saved.
• Works with departmental team members to help set and meet daily and quarterly goals within Customer Care.
• Works closely with other Directors on other special planning and departmental new projects.
• Oversees and reports weekly, monthly, quarterly, and annual metrics.
• Identifies trends and assess opportunities to improve processes and execution.
• Collaborates with other back-office team members to ensure seamless procedures execution, reinforce positive morale, and uphold company values.
• Raises and tracks issues and conflicts, removes barriers, resolves medium complexity problems involving stakeholders, and escalates to appropriate levels when required.
• Establishes and maintains credible, professional relationships with internal lines, and external agents or correspondents.
• Solicits and responds to feedback while gaining commitment and support.
• Providing clear leadership and direction to the Customer Care teams.
• Acting on customer feedback

Qualifications

• Addressing operational concerns and issues, monitoring overall customer satisfaction
• Knowledge and command with software applications, such as the MS Excel, Word, Power Point,
• Bilingual English/ Spanish with effective verbal and written communication skills.
• Cost and risk management skills
• Analyzing training needs/requirements
• Excellent interpersonal communication and organizing skills to coordinate project activities.
• Ability to conduct research for special projects, respond timely inquiries, and present written/ oral briefings.
• Inspiring and leading Customer Service Teams
• Ability to work with details and time-sensitive issues.
• Good decision-making skills and response to high-pressure situations

Benefits: Our package includes Competitive salary, 1 month of Aguinaldo (Christmas bonus),15 days' vacation, Life insurance, Food vouchers and Work-life Balance.

Ria values diversity and is proud to be an equal-opportunity employer. We provide equal opportunities to all employees and applicants, regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

About Us

Today, people are on the move more than ever before. For a better future. For a better everyday life. As a leading money transfer company, Ria is committed to helping businesses and individuals thrive through the fast and secure transfer of funds across borders at a great value.

Our job is to deliver our customers' hard-earned money straight into the hands of those who need it most. By providing our customers with a fast, convenient, and safe service, we get money to where it matters affordably. We contribute to helping communities, families, and individuals get ahead.

We are people serving people and we never, ever forget that.