What are the responsibilities and job description for the Customer Care Center Team Lead position at Arrow Financial?
The Arrow Financial Corporation Family of Companies is seeking dynamic, authentic individuals to join our amazing team! Currently, we are looking for an experienced professional to join our Customer Care Center team as :
Customer Care Center Team Lead
This opportunity may be perfect for you if you have experience in :
Providing an Excellent Customer Experience
Coaching and Mentoring a Team
Ensuring Continuous Improvement
ABOUT THE POSITION :
In this position with our Customer Care Center you are responsible for leading the workflow, processes, scheduling, and quality control associated with the Customer Care Center. Provides service to customers, operational support to the Customer Care Center, and project assistance to the Customer Care Center management as needed. Operate Interactive Teller Machine and open Company products and services upon request by customer while following policies, procedures, and regulatory requirements making appropriate referrals by matching customer needs to appropriate solution. Assists with the training and development of Customer Care Center team. This position works out of our headquarters in Glens Falls, New York.
RESPONSIBILITIES INCLUDE :
Assist Customer Care Center management in defining roles and responsibilities of team members; co-lead and develop team through day-to-day operations, projects and special assignments.
Coordinate team scheduling and coverage with other team members to ensure uninterrupted coverage and timely customer support.
Oversee quality control of data according to department policies and procedures; perform daily Customer Care Center operations tasks as assigned.
Identify and resolve errors as well as facilitate change controls for prevention of future occurrences; manage problem resolution process through recommendations and results / follow-up.
Work with department manager to formulate and implement strategies and processes to increase efficiencies, improve customer service, and achieve department goals.
Research data for management reports, audits, and projects as assigned.
Stay up-to-date on applicable laws / regulations; ensure compliance with laws / regulations as well as Company policies and procedures.
Assist with manage, coach and counsel employees working within the Customer Care Center to meet department goals and achieve performance standards; encourage continuous improvement for career growth.
What you will need to thrive in this role :
In addition to your work and life experiences, as well as your passion and excitement for the profession, you would benefit from having :
Education / Certifications / Experience :
Associates Degree or equivalent experience required
4 years of experience in office management field required; banking or related experience preferred
1 year of supervisory experience preferred
Skills / Knowledge :
Extensive knowledge of banking rules and regulations pertaining to deposit accounts
Proven skill in identifying, analyzing, and providing resolution to problems
Exceptional telephone manner and ability to handle telephone and other technology simultaneously
Ability to collaborate with and direct others to achieve goals and provide superior service
Quality communication skills, both written and verbal; comfortable communicating with customers, coworkers, and management
Excellent organizational skills; ability to map / follow workflows, assess needs, prioritize tasks accordingly, and meet strict deadlines
Proficient in Microsoft Office Suite : Word, Excel, Outlook and PowerPoint
Physical Demands :
Must be able to sit for prolonged periods of time and walk / stand for brief periods of time.
Must be able to repetitively use a telephone and computer mouse and keyboard.
Ability to lift / move up to 15 lbs.
ABOUT OUR COMPANY
We are an Equal Opportunity Employer. Our philosophy and practice are to provide equal opportunity to all employees and applicants for employment without regard to race (including traits historically associated with race), color, religion, creed, gender, sex, pregnancy (including childbirth and related conditions), sexual orientation, gender identity or expression, status of being transgender, national origin, age, disability, genetic information, predisposing genetic characteristics or carrier status, marital status, familial status, amnesty, status as a victim of domestic violence, reproductive health decision making, citizenship or immigration status, prior convictions or arrests, military status, status as a protected veteran, known relationship or association with any member of a protected class, or any other federal, state, or local legally protected classes. As a multi-bank holding company, Arrow Financial Corporation has over $4 billion in assets. Through our subsidiaries we provide a broad range of banking and insurance services across northeastern New York, including online and mobile banking, wealth management, money market and deposit accounts, and mortgage, consumer and commercial loans.
We are committed to delivering value for our shareholders, our customers, and our communities. Our conservative business model and strategy of steady growth have resulted in many recognitions from the nation's leading publications and bank-rating firms.
The pay range for this position is $23.00- $28.00 an hour commensurate with experience and education.
Additional compensation may be earned through the Company's incentive programs, subject to individual and company performance.
L1-st1
Salary : $23 - $28
