Contact Center Services Specialist

Responsibilities

• Contribute to the design, development, delivery, and effectiveness of contact center services.
• Manage response and resolution strategies with limited guidance to ensure timely inquiry handling.
• Conduct research and analysis to provide recommendations for complex inquiries.
• Develop and maintain contact center risk and control reports on a daily, weekly, and monthly basis.
• Monitor and maintain service quality goals and adhere to call center policies and procedures.
• Develop and deliver client service metrics, including volume, average handling time, and forecasts.
• Manage stakeholder and client relationships while partnering with compliance and regulatory functions.
• Identify trends and insights to optimize processes and drive continuous improvement in client experience.
• Support project management efforts and assist with capacity and resource planning.

Requirements

• Degree in communications, business, or equivalent professional work experience.
• Demonstrable experience in Call Center, Client Service, or Client Relations within a financial services or highly regulated environment.
• Working knowledge of financial products and compliance regulations.
• Proficiency with Call Center technologies such as Avaya and Cisco, and vendor tools like Salesforce.
• Strong background in client experience and the overall client journey/lifecycle.
• Proven experience in project and program management within a client-oriented setting.
• Excellent verbal and written communication skills with a client-first mindset.
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.

Preferred Qualifications

• Working knowledge of Quality Assurance and Privacy practices and regulations, such as CCPA and CPRA.
• Experience implementing successful contact center service solutions in the financial sector.

About the Company

Mitsubishi UFJ Financial Group (MUFG) is one of the world’s leading financial groups. With 150,000 colleagues globally, we strive to make a difference for every client, organization, and community we serve. We are committed to building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.