CIT Group Inc.

  • Associate Business Manager – Contact Center Operations

    Location US-CA-Pasadena
    Job ID
    # Positions
    Job Family
    Operations - Customer Service
  • Overview

    Founded in 1908, CIT (NYSE: CIT) is a financial holding company with approximately $50 billion in assets as of Dec. 31, 2017. Its principal bank subsidiary, CIT Bank, N.A., (Member FDIC, Equal Housing Lender) has approximately $30 billion of deposits and more than $40 billion of assets. CIT provides financing, leasing, and advisory services principally to middle-market companies and small businesses across a wide variety of industries. It also offers products and services to consumers through its Internet bank franchise and a network of retail branches in Southern California, operating as OneWest Bank, a division of CIT Bank, N.A. For more information, visit


    The Contact Center Associate reports directly to the SVP of Contact Center. This position is responsible to support the Contact Center business unit in executing the Operational Policy and Customer Complaint responsibilities as follows:


    New Product Coordinator

    • Plays a key role in driving Contact Center Transformation
    • Assist and support the Contact Center Leadership in management and completion of projects
    • Build strong, collaborative relationships with IT project managers and leaders across the Consumer Bank
    • Drive effective communication of Contact Center business requirements and deliverables
    • Oversee, monitor and report project status
    • Provide materials and updates to be shared with Executive Leadership

    Fraud Management

    • Producing trend reporting on BU QAR's on suspicious activity
    • Attending enterprise wide governance forums to discuss fraud trends
    • Track and report any BU fraud events including control failures and remediation as appropriate
    • Participating in and assisting with Compliance annual fraud risk assessment process
    • Communicating awareness within the BU of fraud/suspicious activity impact
    • Act as point of contact between the BU and Compliance
    • Communicating awareness of fraud/suspicious activity with the respective BU
    • Assisting the BU to identify proper fraud prevention and detection controls
    • Ensuring BU controls are incorporated in relevant PnP for the Contact Center
    • Working with the BU to enhance controls following a fraud loss event

    Customer Complaint Management

    • Oversee, monitor and report Contact Center complaints
    • Collaborate with the Call Center Leadership team and RBG's Customer Complaint Coordinator
    • Provide monthly complaint reporting to CC Senior Management
    • Attend and participate in the Monthly Customer Complaint Group Meeting
    • Prepare monthly summary complaint reporting package for the Contact Center


    Minimum Required Skills and Experience

    • Bachelor’s degree required
    • Basic understanding of project management and project tools
    • Proficient in Microsoft Office (Outlook, Word Excel and PowerPoint)
    • Minimum 5 years experience in managing large-scale complex programs and projects required
    • Comfort with technology and ability to learn new software and systems quickly
    • Experience in system implementations across all phases, including staffing and training
    • Strong analytical, problem solving and decision-making skills
    • Excellent verbal and written communication skills as well as strong relationship management skills
    • Strong work ethic and demonstrated ability in driving results
    • Excellent Time Management skills with proven ability to work in a cross functional environment to drive the implementation of projects.
    • Strong interpersonal and negotiation skills to interface with management and staff at all levels within the organization.
    • Ability to work individually and in a team environment with minimal supervision and provide deliverables in a timely manner.
    • Significant exposure to compliance / regulatory environment
    • Ability to thrive in ambiguity, applies probabilities to various outcomes, assesses risks, and creates plans to work around or resolve
    • Experience in areas such as process re-engineering/improvement, requirement gathering, projection definition and delivery, resource management, and/or communication highly preferred


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