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Head of Client Service

New York, New York, United States

MoCaFi is committed to building a financial services platform that helps America’s marginalized communities create wealth through better access to public, private, and social capital. We are a fintech built for government and non-profit organizations committed to creating finance for all. Our platform is a turnkey digital banking solution for delivering cash payments, deposit accounts, and wealth empowerment tools at the city, state, and federal levels.

MoCaFi has distributed over $100M in guaranteed basic income, cash assistance, emergency rental assistance, and emergency utility payments in over a dozen municipalities.  We are led by a diverse team of finance, engineering, and startup professionals committed to closing America’s racial wealth gap. We offer FDIC-insured bank accounts, municipal-funded disbursement cards, and financial empowerment services directly to consumers and through our public and private sector partners.

Job Description:

MoCaFi is seeking a client-focused leader who is passionate about delivering exceptional service to our customers. The Head of Client Service should be a strategic thinker with experience standing up and scaling a support infrastructure. The ideal candidate will build and maintain strong client relationships while using their analytical skills to make data-driven decisions. As a client-facing member of our leadership team, a high level of integrity and professionalism is required.

The customer service team handles inquiries from MoCaFi cardholders. For some programs, the customer service team also handles inquiries from program owners (i.e., municipalities and other government programs that use MoCaFi’s platform for fund distribution). 

This role is remote unless candidates are based in the New York City metropolitan area; it is a hybrid to our NYC headquarters. East Coast-based candidates are preferred; however, all are welcome to apply. 20% travel may be required depending on the candidate's location. The salary range for this position is $190,000-250,000 based on the candidate's location and experience.

The role reports to our CEO.

Job Responsibilities:

Leadership and Management:

  • Establish a new client service model and infrastructure, including scaling our call center approach, partner with and guide the development, execution, training, and performance monitoring of new call center partners
  • Establish a program management framework for the team
  • Develop and execute the strategic vision for call center operations, aligning with organizational goals to drive growth, efficiency, and customer satisfaction
  • Build and manage a large-scale team tasked with handling program-specific requirements such as offering additional service to disabled clients
  • Lead, mentor, and develop the client/customer service team

Client Relationship Management:

  • Oversee client account management, ensuring client needs are met or exceeded
  • Establish and be responsible for SLR setting, tracking, and reporting
  • Collaborate with business partners, including the Company’s sponsor bank, transaction processor, and others, on tracking customer service issues such as disputes and chargebacks, ongoing audits, and other inquiries
  • Act as the primary point of contact for escalated client issues and ensure timely resolution
  • Implement strategies to improve client satisfaction and retention
  • Stakeholder in the development of all customer-facing collateral

Customer Service Delivery:

  • Oversee the daily operations of multiple call centers, ensuring high performance, adherence to protocols, and achievement of key performance indicators (KPIs)
  • Identify, document, and implement process improvements to enhance service delivery
  • Design and implement customer service standards and practices to enhance customer experience, resolve escalated issues, and maintain high levels of customer satisfaction
  • Design training programs for call center staff, evaluate performance, and measure the continuous improvement of agent capabilities and quality of service
  • Collaborate with other departments to ensure a seamless client experience

Reporting and Analysis:

  • Analyze call center metrics and data to identify improvement areas, implement strategies to enhance productivity, reduce costs, and improve service quality.
  • Track and report on crucial client service metrics, including NPS and CSATReview, and ongoing monitoring of ability to meet program SLRs across all customer service operations
  • Establish and manage the operations around calls, emails, writing, and social media monitoring for all customer-related concerns
  • Conduct customer satisfaction surveys and regularly publish reports
  • Analyze client feedback and service data to identify areas for improvement
  • Monitor industry trends and best practices to keep the company competitive

Qualifications:

  • A bachelor’s degree and/or 8+ years in a client-facing leadership role in financial services, payments, or fintech experience, preferably focusing on US Consumer Payments Experience (consumer banking, prepaid, debit, credit, and ACH)
  • 8+ years experience in a senior client service or account management role
  • 5+ years managing a large-scale call center operation across multiple providers, serving multiple clients and millions of monthly customer interactions 
  • Experience integrating a new call center provider
  • Proficiency in CRM, Project Management, and any other relevant software

Why you'll love working here:

  • An empowering workplace that values initiative and critical thinking
  • Work on achieving our financial inclusion mission
  • A supportive and inclusive culture: recognizes contributions and celebrates wins
  • A welcoming environment that appreciates your bringing your entire self to work
  • Time to rest and recharge -- flexible time off policy as long as you can get your job done and make arrangements with your manager to cover you if needed

MoCaFi believes all persons should have equal access to its programs, facilities, and employment.  This policy is without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, age, religion, disability, medical condition, genetic information, marital, or veteran status.

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