Supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service
Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service
Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures
Collaborate and consult with internal partners, relationship managers, and colleagues to ensure customer satisfaction
Interact directly with external customers
Manage allocation of people and financial resources for customer service
Mentor and guide talent development of direct reports and assist in hiring talent
Required Qualifications:
2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
1+ years of leadership experience
Must be able to pass the Spanish Speaking Proficiency Exam administered by a third-party vendor and able to service customers in both English and Spanish. Eligible for a 5% language differential.
Desired Qualifications:
Prior experience with Consumer and Small Business Banking Operations (CSBBO) Customer Service, National Small Business Banking Center (NBBC)
Knowledge and understanding of call center operations in the financial services industry
Ability to lead during times of ambiguity and change
Ability to recruit, retain, and grow high potential talent/teams
Adaptable and flexible coaching style which considers the needs of learning styles of a diverse team
Ability to inspire and engage the broader team, leading with ethics and integrity in all we do
Experience recognizing service opportunities and providing exceptional customer satisfaction
Ability to lead during times of ambiguity and change
Ability to develop partnerships and collaborate with other business and functional areas
Ability to leverage diversity and develop next level of team
Ability to recruit, retain, and grow high potential talent/teams
Highly refined and professional verbal and written communications
Job Expectations:
Must take and pass required Spanish language assessment
Available Schedule:
M- F 2:00 pm to 11:00 pm with Saturday and Sunday but will have a weekend rotation as needed. Typically, 1 weekend every 4 to 5 weeks