Marissa Roach Email & Phone Number

Reading, Pa, Us

United States

Reading, Pa

•Lead and manage the customer experience side of the bank's social platforms (Facebook, Twitter, Instagram and LinkedIn), create and develop scripted content, policies and procedures, and ensure alignment with Marketing and vendor on the banks initiatives•Manage both an Inbound Customer Service team that specializes in escalated Online Banking Technical Support and the Digital Operations Team centering around Social Media Servicing, BillPay Case Management and General Email Servicing•Discuss and modify current procedures, resolve escalated customer/team member issues, charge- backs, fraud investigations and losses

Reading, Pennsylvania Area

•Launched Customer Servicing side of bank-wide integrated social media program for the bank•Develop both public and private scripted communications with legal•Served as liaison between internal marketing team and product vendors for customer service based initiatives across the bank•Work with internal teams and senior management on escalated social media servicing issues and concerns•Lead for crisis communications on social media platforms on the customer experience side. •Point person for marketing team and facilitates complaint resolution between business unit and colleagues.

Reading, Pennsylvania Area

• Built high performing work team by motivating, building and maintaining support• First tier for all escalated customer calls and/or issues• Assisted in managing the Online Banking and BillPay inbound phone volume and ensuring that all team and individual SLA’s were met or exceeded• Updated and reported call center and operation trends• Provided a high level of customer service to 70-100 customers daily• Met individual and team goals which include accuracy, adherence and quality• Responded to customer inquiries on account status, researching problems and concerns as well as assisting customers with possible technical issues

Reading, Pennsylvania Area