Customer Care Center Lead

Position Summary:   The Customer Care Center Lead manages a small team of customer care center (C3) agents, with responsibilities including performance and time management, coaching, point of escalation, and question/answer support. The C3 Lead is expected to display a encouraging, confident and excited attitude and appropriate behaviors/skills, so to model the delivery of a credible, positive, and human end-to-end customer experience across all engagement channels (phone, chat, video). The C3 Lead is to train and coach their team on these attributes so to ensure every customer interaction is effectively leveraged, driving a service/sales culture which results in sustained customer growth, satisfaction, and loyalty.

• Effectively trains and coaches team to competently and positively support customers, to include but not limited to (based on skill level of C3 banker) answering questions, resolving issues/requests, researching, account maintenance, and technical support with one touch resolution.
• Ensures team members understand individual performance metrics and the weekly/monthly quality assurance monitoring that will take place. Meets with direct reports to go over measurements bi-annually.
• For each member of the team, conducts weekly observations of customer engagement across all channels (live and recorded) for quality assurance and to spot weaknesses in SLA, experience delivery, technical expertise and otherwise, so to then conduct on-the-spot coaching or create development plans with performance assessments for accountability in performance and behavior.
• Coordinates with Floor Supervisor for their team’s scheduling and attendance of all system, servicing, procedural, and otherwise C3 training sessions
• Ensures adherence to all policy, procedural, audit, and customer experience expectations are met; recommends actions for process improvements.
• Ensures team is fully abreast of changes in policy, procedures, and requirements, and fully prepared to competently converse with customers regarding time-sensitive, relevant, or known issues and occurrences
• Serves as first point of escalation for service, processes, questions, fraud questions, etc. that come from team of bankers. Ensures supports to resolve and/or de-escalates customer calls, messages, and complaints.
• Authority regarding wire, ACH approvals and returns, mobile deposits over a certain dollar limit, return deposited items, etc. as policy dictates
• Coordinates with Floor Supervisor on work schedules to ensure adherence to schedules, breaks and coverage during various shifts (including weekend, evenings and holidays).
• Maintains working knowledge of all products, service and operations related to call center roles and responsibilities.
• In person attendance required.
• Regular, reliable and predictable attendance.

• Maintains compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.
• All other such duties as assigned.

• High School diploma or equivalent experience
• Minimum of five years of experience in call center functions
• Minimum of two years in financial banking industry
• Minimum of three years in a coaching and/ or team leader role (preferred, managerial experience a plus)

• Exceptional customer service skills and the ability to establish and maintain relationships with internal and external customers, including customer confidentiality
• Demonstrated leadership skills and the ability to inspire and manage employees
• Decision making/problem resolution
• Ability to work effectively under stress with high work volume and tight deadlines
• Highly motivated and detail oriented
• Ability to work a flexible schedule as required to meet operating needs
• Excellent written and oral communication skills
• Demonstrated ability to achieve service and sales goals

• Continuous remaining in a stationary position, particularly, but not limited to, at a desktop computer
• Continuous repetitive use of hands/arms; particularly concerning to typing, writing, phone & computer use
• Continuous communication: verbal and written, in-person, phone and electronic

• Office environment at Atlee Commons Operation Center – Call Center