Provide supervision and support staff in the Electronic Banking Department where the primary focus is providing direct support to inbound customer contacts, through phone or written communication. Member of the team, ensuring objectives and goals, as a whole, are fulfilled.
Responsible for timely resolution of department, associate, and internal and external customer issues, in order to meet service-level standards. Create and maintain exceptional customer experiences by providing problem-solving and analytical resources.
High School Diploma or GED required.
1-3 years of equivalent or relevant work experience in banking and/or call center environment required.
Supervisory or leadership skills preferred.
Possess ability to work independently in a team oriented environment. This includes functioning in a leadership role in absence of supervisors or managers.
CUSTOMER SERVICE SKILLS:
Willingness to provide a level of service which will clearly differentiate us from our competitors.
Willingness to respond to emergencies.
Ability to provide superior service to internal departments.
Ability to work independently.
Ability to interact with outside customers when needed.
Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to bank employees and bank customers.
Ability to engage and motivate customer service associates in direct contact with customers.
Extensive knowledge of department and bank written policies and procedures and supplemental support documents for up to date job knowledge, in addition to banking rules and regulations as appropriate.
Experience in motivating and inspiring a group of employees to achieve and exceed defined performance goals, including referrals and sales of products/services.
Ability to work under pressure.
Ability to be collaborative with co-workers and employees.
Team player with a positive outlook.
Ability to work with concepts and work independently.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Coordinate with leadership team to ensure proper floor leadership coverage at all times.
Direct focus on creating an exceptional customer experience and adhering to the organizational culture expectations.
Assist a team of associates whose primary focus is providing direct support to inbound customer contacts through phone or written communication.
Partner with other leads, supervisors, and/or managers within the department to ensure service levels are met and there is a consistent customer experience.
Monitor calls for quality of information, soft skills, and accuracy. Act as a mentor for assigned associates to enhance and/or improve quality of service provided to customers.
Identify areas requiring improvement and partner with supervisor/manager to implement necessary changes.
Maintain knowledge of all company products and services.
Responsible for handling escalated calls that cannot be resolved by customer service associates. Diffuse escalated situations.
Demonstrate compliance with all bank regulations that apply to your position, and keep up to date on regulation changes.
Maintain working knowledge of our policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations that apply to your position.
Responsibilities include providing assistance in interviewing, hiring, and training employees; providing input for performance reviews and advising on issues of concern.
Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.
Excellent presentation skills and the development of related materials.
Strong organizational and prioritizing skills.
Strong time management skills.
Willingness to work additional hours if needed.
Ability to handle a variety of projects simultaneously.
Ability to be adaptable and flexible while responding to deadlines on assignments and workflow fluctuations.