Customer Experience & Automation Lead

Banco Pichincha (Miami Agency); Coral Gables (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Banco Pichincha (Miami Agency) is seeking a Customer Experience / Service Lead to shape and run the agency’s customer service framework during client transitions and growth. You will implement scalable processes, case management in Salesforce, and automation initiatives to improve operations and client satisfaction.

You will collaborate with Business, Operations, Compliance, and IT teams to deliver high-quality service, track performance, and drive continuous improvements across workflows and

Qualifications

• Bachelor's degree in a relevant field is required or strongly preferred.
• 5–8 years in banking operations, customer experience, case management, or related roles.
• Strong written and verbal communication with good organizational skills.
• Ability to manage multiple priorities and deadlines effectively.
• Exposure to Salesforce Service Cloud and automation tools is preferred.

Responsibilities

• Lead and support customer service activities during transitions and growth.
• Coordinate and track client inquiries, escalation, and resolution.
• Serve as liaison between internal departments on client service matters.
• Develop and administer a formal case management program in Salesforce Service Cloud.
• Create workflows for intake, routing, escalation, tracking, and reporting.
• Support CRM implementation and optimization with IT and business teams.
• Assist in AI/chatbot capabilities to improve efficiency in service.
• Prepare reports on case metrics, trends, and performance.
• Identify opportunities for workflow automation and process improvement.
• Collaborate with Business, Operations, Compliance, and IT on transition matters.

Skills

Organizational skills

Analytical skills

Problem solving

Communication skills

Time management

Education

Bachelor’s degree in Business Administration, Finance, Information Systems, Communications, Operations Management, or related field

Tools

Salesforce Service Cloud

CRM platforms

Workflow systems

Automation tools

Job description

Banco Pichincha (Miami Agency) is seeking a Customer Experience / Service Lead to shape and run the agency’s customer service framework during client transitions and growth. You will implement scalable processes, case management in Salesforce, and automation initiatives to improve operations and client satisfaction.

You will collaborate with Business, Operations, Compliance, and IT teams to deliver high-quality service, track performance, and drive continuous improvements across workflows and