Customer Service Manager (Enterprise Financial)

About Brink's: The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 52 countries serves customers in more than 100 countries. We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with diverse backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow. Job Description Brinks Customer Experience: Customer Service Manager (Enterprise Financial) The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers and other commercial operations. Our network of operations in 52 countries serves customers in more than 100 countries. At Brink’s, we believe diverse teams drive success, and as such, we foster an inclusive culture that values people with diverse backgrounds, ideas and perspectives. We build a sense of belonging, so all employees feel respected, safe and valued, and we provide equal opportunity to participate and grow. Brink’s U.S., a division of Brink’s, Incorporated, is the premier provider of armored car transportation, currency and coin processing, ATM servicing and other value-added services to financial institutions, retailers and other commercial and government entities. The company has a proud history of providing growth and advancement opportunities for its employees. We have a challenging opportunity for a Customer Service Manager. Pay: $96,000 - $100,000 Location: Remote USA Job Summary: As a Customer Service Manager (CSM), you will serve as the primary customer service contact for identified client(s) and will be responsible for overall client service satisfaction within our Enterprise Financial segment. You will consistently deliver excellent customer service while representing client needs within the Brink’s organization to ensure exceptional customer experience and support growth opportunities in partnership with the Enterprise Client Partner (Sales). Based on business needs and account complexity, a CSM may lead a dedicated team aligned to their assigned Financial Institution(s). These team members may support core service delivery activities such as research case resolution, claims processing, and other inbound operational work. In these instances, the CSM is accountable not only for client outcomes, but also for the performance, coaching, and development of their team to ensure consistent delivery against service expectations and performance goals. Key Responsibilities: Assume ownership of service and support-related issues to ensure quick action and resolution. Monitor customer satisfaction levels to ensure that customers are receiving the best service possible. Prepare, analyze, and manage customer service relationships through service performance reporting, SLA management, and metrics, including facilitating Customer Health Scorecard calls. Propose improvements for, and maintain reporting of, client metrics internally – working with management team and business analysts to optimize outcomes and efficiency. Lead activities of internal groups to evaluate and implement procedural and systematic solutions that most effectively meet customer needs while adhering to Brink’s strategy and business objectives. Build and maintain strong working relationships with various levels of assigned account(s), including on-site and virtual customer meetings. Understand customer processes and needs and respond to a wide variety of customer service requests and inquiries. Work with cross-functional teams including sales, operations, and other resources to enhance customer relationships and meet expectations. Support planning strategies and initiatives to enhance service delivery. May lead a dedicated team aligned to assigned Financial Institution(s), supporting service delivery activities such as research cases, claims processing, and inbound operational work. When leading team members, provide coaching, mentoring, and development to improve performance and build capabilities. Set performance expectations and hold team members accountable for quality, timeliness, and accuracy of work. Conduct regular feedback and development discussions. Align team workload and priorities to meet SLA requirements and client expectations. Prepare and present presentations such as daily, weekly, monthly or quarterly performance reviews. Effectively prioritize time and workload to drive highest value-add outcomes. Be on-call, on a time-limited basis, for BCP events or limited-duration projects. Required Qualifications: Minimum of 5 years’ experience in Customer Service management Minimum of 3 years’ experience in the retail/bank reconciliation Proficient in Excel, PowerPoint and Salesforce or other CRM system Knowledge of Lean Concepts and Methodologies Professional Skills: Excellent interpersonal, communication and presentation skills Strong consultative, analytical and problem-solving skills Advanced influencing skills with the ability to view issues through a company and customer lens Successful track record of interacting with various mid- and high-executive level leaders within large financial and commercial organizations Ability to manage and prioritize multiple competing projects Advanced change management skills What’s Nex t? Thank you for considering applying for a job at Brink’s. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature. Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink’s. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X. Brink’s is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink’s is also committed to providing a drug-free workplace. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.