Call Center Supervisor (Full Time) - Lubbock, Ave. Q

POSITION PURPOSE

Responsible for providing excellent customer service and maintaining strong professional relationships in the Bank’s Customer Service Center (call center). Courteously and promptly resolves customer questions and/or problems.  Responsible for motivating, problem solving, training, and coaching a team of Customer Service Representatives.  Responsible for performing a broad variety of financial services such as opening and closing accounts, renewing time deposit accounts, and assisting clients with account inquiries, maintenance, and problem resolution. Has extensive knowledge and experience of complex deposit and loan products and services such as IRA’s, Home Equity/Improvement Loans, etc. Identifies sales and referral opportunities and strives to meet related goals. 

 ESSENTIAL FUNCTIONS AND BASIC DUTIES

1.  Assumes responsibility for the effective and professional performance of financial service functions.

• Assist employees with the resolution of customer service related issues.
• Provides leadership through effective goal setting, delegation, and communication.  Ensures that personnel are well informed of policies and procedures.  Discusses service areas needing improvement.
• Presents and explains Bank products and services to clients and assists in meeting their financial needs including the following: opening, closing and maintaining checking, savings, time deposit, and individual retirement accounts as well as working with safe deposit boxes, savings bonds, credit cards and consumer loans.
• Answers questions and solves problems for clients by listening, collecting data, and securing answers.
• Profiles clients to identify sales opportunities.
• Consistently strives to meet referral and call quality goals.

2.  Assumes responsibility for establishing and maintaining effective, professional business relations with clients.

• Resolves client requests and questions promptly, courteously, and professionally.
• Receives and processes new client accounts and changes to existing accounts such as names changes, address changes, product changes, and other account maintenance as requested.
• Maintains privacy of customer account information.
• Maintains and projects the Bank’s professional reputation.

3. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.

• Assists their team as needed.
• Keeps supervisor informed of area activities and significant problems.
• Completes required reports and records accurately and promptly.
• Attends meetings and training classes that may be held on weekdays, evenings, and/or Saturdays.
• Conducts team meetings in order to keep the team informed, as needed.

4.  Assumes responsibility for related duties as required or assigned.

• Actively and professionally sells Bank products and services. Responsible for meeting sales production goals.
• Performs related clerical duties as needed.
• Ensures that work areas are clean, secure, and well maintained.

PERFORMANCE MEASUREMENTS

1. Financial service functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
2. Good business relations exist with clients. Client problems and questions are courteously and promptly resolved.
3. Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to their team as needed. Supervisors are appropriately informed of area activities.
4. Required reports and records are accurate, complete, and timely.
5. Consistently meets established call quality standards.
6. Consistently strives to develop new client relationships as well as strengthen existing client relationships by identifying opportunities to sell Bank products and services and meet sales production goals.
7. The Bank’s professional reputation is maintained and conveyed.

QUALIFICATIONS

Education/Certification: High school graduate or equivalent. 

Required Knowledge: Knowledge of Company products, sales policies, and procedures.

Experience Required: 1 year of customer service and data entry experience preferred.

Skills/Abilities:                        

Excellent communications and public relations skills.

Well organized.

Detail oriented.

Willingness to assist others.

Strong leadership abilities.

Able to use PC, calculator, and office equipment.