Incident Management Specialist

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Job description

Our client based out of Berkeley Heights, NJ is looking to add an Incident Management Specialist to their team for full time, direct hire opportunity.

Must be able to work onsite in Berkeley Heights in a hybrid capacity (3-4 days per week). The client has relocated their HQ to New Jersey and built a brand new, state-of-the-art, multi-structure office center for their employees that includes a gym, various food options, lounges, and even an on-site hotel!

*No C2C. Client is not able to sponsor at this time.*

Summary:

Do you consider yourself an excellent communicator, a passionate customer advocate, and able to stay on top of challenging responsibilities? If so, and you can quickly grasp technical concepts and write concise, thorough messages to communicate critical information to our clients and internal associates, you will thrive in this position. As a Client Communications Specialist for incidents your key responsibility is to quickly communicate to our clients when their service is interrupted. We work in a dynamic environment that requires the dissemination of very complex information into a well written communication, identification of the appropriate distribution list and efficient leadership of the distribution process.

Essential Job Responsibilities:

• Adapt technical information and quickly author and distribute quality communications to clients, business partners and associates under tight timelines to achieve service level expectations
• Understand communications produced are a representation of the organization to the external world, and ensure they effectively meet our clients' needs, support our business objectives, and achieve our standards for quality, style, grammar, and accuracy
• Exhibit flexibility and strong social skills, since this position will have a wide variety of responsibilities and synchronize with others across divisions
• Own incident communications and support on-call requirements that require schedule flexibility
• Lead and execute incident communication strategy discussions using good judgment about implications of communication decisions
• Show resilience in high-pressure situations
• Write Root Cause Analysis communications after the incident is resolved
• Efficiently handle feedback from partners at all levels of the organization
• Initiate and lead meetings as necessary for a variety of situations throughout the course of an assignment
• Follow team standard methodologies and templates to maintain archives of documents to ensure easy access for numerous partners
• Use knowledge gained in the position to grow personally and professionally
• Use tools to fully research each situation
• Track status of exceptional communication deliverables and follow up accordingly
• Assist in development of materials necessary to support the team including developing and maintaining team procedures, updating educational materials for partners, other procedural documentation associated with automation of tasks
• Participate in continuous process improvement discussions to advocate for the client experience, improve overall service, reduce costs, training as needed and improve quality

Basic Qualifications for Consideration:

• Bachelor's Degree in English, Communications, Technical Writing, or Journalism or equivalent experience
• Minimum 2 years direct corporate communications, technical writing, or professional writing experience in a corporate environment
• Minimum 1 year experience in banking or credit industry

Preferred Skills, Experience, and Education:

• Electronic Funds Transfer (EFT) Industry experience
• Strong interpersonal, project management and prioritization skills to handle complex communication strategy in a rapidly changing environment
• Demonstrated experience making decisions and solving problems complex in nature and for which there may be no precedent
• Ability to work independently and in a team environment. Understand the needs of the team and individuals to work towards joint resolutions
• Ability to work an on-call after-hours rotation
• Excellent written and verbal communication skills
• Ability to comprehend and assimilate details quickly and accurately
• Proficient PC skills (MS Office - Word, Outlook, Excel, PowerPoint)