What are the responsibilities and job description for the Client Support Center Lead position at Career Opportunities?
Job Function: The Client Support Center Lead provides proactive leadership in a busy call center environment. The position requires the ability to lead the team in developing and achieving service level goals. The individual serves as a coach and mentor for Client Support associates, adopting a “lead by example” approach, and holds themselves and the team accountable for performance. The position includes engagement in hiring, training, coaching, and other administrative activities and requires effective interpersonal and oral/written communication skills. It is also critical that the Lead develops and maintains a positive work environment and culture.
Essential Duties and Responsibilities:
- Lead the daily operations of the Client Support Center to meet service standards and goals.
- Accountable for creating and maintaining all department standard operating procedures, including all staff training.
- Monitor key performance indicators (KPIs) for the team, including hold time, time on call, call volume, and other relevant metrics.
- Maintain an awareness and understanding of all marketing initiatives and communication that have been sent to customers and ensure staff is equipped to handle customer inquiries for more information.
- Maintain an understanding and adhere to all internal policies, procedures, and practices in support of risk management and compliance requirements.
- Ensure Client Support associates maintain confidentiality of NPI, financial data relating to bank operations and customers.
- Serve as the escalation point to support and coach Client Support Associates when troubleshooting issues, resolving conflicts, addressing complaints, and de-escalating situations.
- Collaborate with management to implement best practices and improve processes.
- Deliver efficient and professional quality service by researching and resolving requests, questions, and inquiries from customers and internal departments.
- Assists in projects to help the bank reach its strategic goals, as necessary.
- Maintain a thorough understanding of bank products/services, including: consumer products, business products, interest rates, debit cards, stop payments, online banking, billpay, E-Statements, mobile banking, and any new products and services we may add from time to time.
- Attend work regularly and consistently to ensure the department's staffing needs are met.
- Perform other tasks as assigned by the supervisor or other members of the management team from time to time.
Job Qualifications/ Required Skills and Abilities:
- Minimum of three years of banking experience
- Previous supervisory experience, preferred
- High School Education or equivalent required, additional education a plus.
- Experience with basic computer programs is necessary. Proficiency in Word and Excel a must
- Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills, with the ability to communicate effectively and professionally, at all levels of the organization
- Exhibits a high degree of professionalism
- Maintain high degree of confidentiality and integrity
- Excellent follow-through and time management skills
- Strong attention to details
- Excellent organizational skills
- Must exhibit good business acumen
- Ability to multi-task and problem solve
- Must possess a can-do customer-service attitude/philosophy
*Could be elegible for remote work 2 days a week after 90 days.
