What are the responsibilities and job description for the Call Center Manager, Banking position at Third Federal Savings & Loan?
At Third Federal, named for five years in a row as “One of the Best Companies to Work For" in America by Fortune magazine, we look for associates who can help us fulfill our mission to help customers achieve the American dream of home ownership and financial security and provide value to our customers and our communities. We take a genuine interest in each of our associates – from their professional development to their health and wellness. We offer a pleasant customer service oriented work environment, competitive salary, comprehensive benefits package and career growth opportunities.
At Third Federal, you will find strength and stability in your career. Nearly 15 percent of our associates have been with the company for 25 years or more and, in the more than 80 year history of our company, we have never had layoffs.
About The Role
We are looking for an experienced Call Center Manager to join our Customer Care team here at Third Federal. Within a team environment, this position manages a team of non-commissioned call center associates who assist customers with servicing needs or originating a mortgage or deposit product; work various types of leads; communicate with prospects via phone, email, and text; and carry a loan pipeline. This role is located fully onsite at our Corporate Campus location (7007 Broadway Ave, Cleveland, OH 44105) or Strongsville Call Center location (18094 Royalton Road, Strongsville, OH 44136).
Responsibilities
- Deliver consistent quality customer service to both internal and external customers
- Provide leadership, coach, train, manage performance, and develop associates
- Analyze and evaluate the day to day department call volume and workflow to ensure performance standards are met through staffing and scheduling
- Ensure that team members exceed customer satisfaction expectations and demonstrate Third Federal’s values
- Monitor quality assurance through call monitoring
- Assist with resolution of escalated customer calls
- Participate in weekly department meetings
- Monitor the handling of customer email, chat, and text
- Participate on team projects
- Ensure operational integrity and compliance in all bank policies and procedures
- Responsible for communicating and implementing changes to policies and procedures
- Assist in the hiring process of new associates by conducting interviews and providing recommendations
- Other duties as assigned or requested
Qualifications
- 2 years of call center supervisory experience required
- Banking experience preferred
- Strong customer service skills
- Ability to prioritize work and maintain productivity under deadlines
- Ability to lead and develop associates
- Ability to resolve complex customer issues
- Ability to work in a fast-paced environment and prioritize tasks required
- Willingness to learn and ability to adapt to change
- Excellent written and verbal communication skills
- Team-oriented with strong interpersonal skills
- Attention to detail with effective research and analytical skills
Third Federal is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, gender identification or sexual orientation, disability, protected veteran status or any other classification protected under law.
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)
