At Bank esh, we’re not just imagining the future of banking- we’re building it with a bold vision to redefine the banking industry for the 21st century. Our mission is to create a banking experience that leverages cutting-edge technology, operational excellence, and fosters deep trust between banks and customers.
We’re on the brink of something extraordinary. Our first digital bank in Israel, Bank esh, has already secured its license as a bank in formation in December 2022, and we're gearing up to make waves in the industry.
Join us on this exciting journey as we create a bank from the ground up, one that’s set to revolutionize the way people think about banking.
Be part of a team that’s not just building a bank, but crafting the future of financial services.
The Head of Customer Service Department is responsible for leading the strategy, policies, and operations related to customer service and customer experience at the bank. This role ensures high-quality, accessible, and efficient service across all service channels, represents the customer’s voice within the bank, supervises service center activities, and spearheads initiatives for continuous improvement in customer experience and work processes. If you are passionate about advancing customer needs and committed to delivering exceptional service experiences, we want you with us.
Service Strategy and Policy:
1. Define and update the bank’s customer service strategy and policies, including obtaining board approval as needed.
2. Design customer journeys across all service channels (app, chat, phone, etc.).
3. Establish the bank’s service charter, including service KPIs and SLAs, and publish updates on the bank's website.
Professional Oversight of Service Centers:
4. Supervise service teams, provide training, and continuously improve service skills.
5. Monitor service quality at service centers, analyze performance data, review calls, and provide feedback.
6. Ensure implementation of service policies, adherence to SLA metrics, and resolution of service barriers.
7. Collaborate on operational and strategic decisions (e.g., channel closures, customer notifications).
Representing the Voice of the Customer (VOC):
8. Analyze customer feedback from all service channels and distribute insights to relevant bank departments.
9. Conduct customer satisfaction and experience surveys, analyze drivers of satisfaction or dissatisfaction, and propose data-driven improvements.
10. Lead the implementation of process improvements, including prioritizing and monitoring technological developments.
Customer Retention Efforts:
11. Identify early indicators of customer churn.
12. Develop and monitor specific work processes to prevent churn.
Regulation, Reporting, and Compliance:
13. Ensure compliance with relevant customer service regulations (e.g., Directive 501).
14. Prepare periodic reports on customer experience and service metrics, including reports for the board and regulatory authorities as required.
Embedding a Customer-Centric Culture:
15. Lead and instill a customer-centric culture within service centers and among bank employees.
16. Initiate workshops and training sessions on professional topics for service teams.
17. Identify and address knowledge or professionalism gaps, collaborating with training teams to develop solutions.
Think you have the passion and inner fire for it? Bring it on and challenge us!
esh is proud to be an equal opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital state, disability or gender identity.