Executive Office Administrator

Bring Your Amazing Self to Work

At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together. 

Job Overview

The Executive Office Administrator is a key member of Macy's Credit global complaints and customer care team, tasked with managing escalated concerns directed to senior management, consumer advocacy groups, or regulatory agencies. This position requires experience in credit cards, credit services, or work with regulatory bodies such as the Consumer Financial Protection Bureau (CFPB) or Better Business Bureau (BBB). The Administrator will manage complex inquiries, assist with legal and regulatory correspondence, and collaborate with various departments to ensure resolutions that meet the company’s standards for service and compliance.

What You Will Do

 Customer Inquiry Management

• Address escalated customer inquiries from advocacy groups, senior executives, and regulatory bodies such as the CFPB and BBB.
• Collect relevant information from customers, internal systems, and colleagues to enable timely and accurate resolution.
• Draft clear and professional correspondence to inform customers of outcomes or actions taken.

Regulatory and Legal Support

• Manage all correspondence pertaining to subpoenas, restraining orders, and other legal issues involving customer accounts.
• Collaborate with internal legal and compliance teams to ensure adherence to regulatory requirements.

Escalation Resolution

• Collaborate with internal stakeholders, including escalation leads, to efficiently manage and resolve high-priority cases.
• Identify opportunities to de-escalate issues and deliver a satisfactory resolution for all parties involved.

Performance and Reporting

• Track and monitor response times, resolution rates, and customer satisfaction metrics.
• Prepare and maintain reports to identify trends, escalate systemic issues, and propose solutions.

Continuous Improvement

• Proactively identify gaps or inefficiencies in current processes and recommend enhancements.
• Ensure adherence to established policies and procedures to maintain consistency and compliance.

Skills You Will Need

Customer Service Excellence: Skilled in handling sensitive or escalated interactions with professionalism, empathy, and efficiency.

Regulatory Knowledge: Understanding of credit and regulatory requirements, regulations, or experience working with CFPB/BBB.

Problem-Solving: Strong analytical skills to assess complex issues, identify root causes, and recommend effective resolutions.

Communication: Exceptional written and verbal communication skills to handle high-stakes correspondence and present findings effectively.

Organization and Attention to Detail: Proven ability to manage multiple priorities, maintain accuracy, and meet tight deadlines.

Collaboration: Experience working in cross-functional teams and building partnerships to achieve results.

Self-Motivation: Self-motivated and driven individual with a strong work ethic and the ability to work independently or collaboratively.

Deadline Management: Ability to manage multiple priorities and meet deadlines consistently in a dynamic work environment.

 Who You Are

• Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy’s aspires to achieve every day in every way.
• Minimum of 3 years of experience in elevated customer care, hospitality, or related fields 
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule based on department and company needs. 

What We Can Offer You

• An inclusive, challenging, and refreshingly fun work environment
• Competitive pay and benefits rooted in principles of equity
• Performance incentives and annual merit review
• Merchandise discounts
• Health and Wellness Benefi