What are the responsibilities and job description for the Customer Care Center Lead position at Sonabank?
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.
Essential Functions
- 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.
Marginal Functions
Minimum Educational & Experience Requirements
Minimum Skill Requirements
Physical Demands
In terms of an 8-hour workday, “occasional” equals 1% to 33%, “frequent” equals 34% to 66%, and “continuous” equals 67% to 100%. However, some duties are performed monthly, annually, or sporadically throughout the year and are essential functions. On call 1-2 weekends per quarter. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the position, if the accommodation does not impose an undue hardship that would require significant difficulty or expense.
Work Environment
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
