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Contact Center Team Lead - Banking Support

Expired Job

Flagstar Bank Jackson , MI 49201

Posted 3 months ago

Position Title

Contact Center Team Lead - Banking Support

Location

Main Office (Jackson, MI)

Job Summary

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.

Job Responsibilities:

Escalations/Customer Service

  • 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

Coaching

  • 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

Operations

  • 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.

Job Requirements:

  • 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


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Contact Center Team Lead - Banking Support

Expired Job

Flagstar Bank