Contact Center Team Lead - Banking Support
Main Office (Jackson, MI)
The Customer Service Team Lead will be responsible for facilitating any escalated customer calls, answering agent support hotline calls, and meeting service level agreements on case escalations, faxes, and mail while ensuring KPI goals are met. The Team Lead will also be responsible for acting as a Subject Matter Expert (SME). The ability to multi-task as well as readily shift priorities is essential for this position.
Respond to all agent support inquiries through the Supervisor Hotline including escalated customer complaints and document voice of the customer feedback
Ensure that customer questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department. Strive to provide all customers with an outstanding customer experience.
Complete tickets escalated to management; including customer call backs
Process and respond to customer fax and email requests
Ensure knowledge of current policies and procedures while using problem solving skills to communicate accurate information to agents
Handle all Banking call types, such as business banking and/or branch support
Meet and exceed customer satisfaction expectations
Provide agent performance feedback received by Business Units, customer complaints, and escalate cases to Management
Share job knowledge and best practices with agents for their continued development
Provide real-time and/or side-by-side coaching, live monitor calls, review recorded calls for continuous improvement of agent performance
Maintain a positive work environment through motivation and visibility to agents. Team Leads should walk around periodically to perform live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls
Manage a range of non-phone activities for agents including huddles, completion of LMS courses, and special projects
Increases employee efficiency by monitoring real time adherence and metrics in a multi-skill call center environment, through dashboards and WFM tool; communicating areas of concern to Management team and making real time adjustments to agent schedules
Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to agents and/or customers, as well as recognize potential additions or modification to policies or procedures.
Perform additional responsibilities as assigned by management
Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.
HS Diploma, GED or Foreign Equivalent Required
2+ years of experience in the banking industry
1+ year sales experience
Prior knowledge of call center operations preferred
Proven customer service skills and the ability to resolve/mitigate problems and prevent customer dissatisfaction.
Exceptional analytical and problem solving skills and an ability to think quickly under pressure.
Commitment to meeting the expectations and requirements of internal and external customers with a good sense of urgency.
Excellent verbal and written communication skills and good telephone techniques.
Must be team-oriented, highly organized, detailed oriented and have successfully demonstrated the ability to manage multiple priorities.
Demonstrated ability to look for ways to improve and promote quality.
Demonstrated ability to maintain confidentiality using tact and diplomacy.
Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.
Ability and willingness to work the varying shifts including evenings and weekends.
Internal Use Only: Band I-hrly