Manages a team of 15-25 client service representatives (CSRs), that may span multiple locations. Coaches, trains, develops CSRs in addition to motivating and creating client-focused enthusiasm. May be required to lead other contact center initiatives to drive efficiency, cost reductions, and improve customer service impacts throughout the business. May act as the subject matter expert on various projects and is able to handle multiple simultaneous complex activities. Must be able to work in a high-volume, high-capacity and high-execution environment. Responsible for executing LOB strategy, managing escalated calls, researching and resolving complex client issues, analyzing data, identifying trends, and providing feedback and recommendations to site leadership. Executes service level agreements and manages relationships with business partners. May partner with staffing to hire qualified candidates. Implements process and procedural changes to meet production deadlines, enhance efficiency and high quality interactions while ensuring adherence to regulatory requirements. Ensures associates have the tools, training and resources to deliver an optimal experience. Ensures all actions are resolved in compliance with industry regulations and bank procedures, integrity levels of the departments system and financial controls. Responsible for identifying and addressing risk issues. Accountable for the successful resolution of all client requests and for overall client satisfaction within the team. Defines opportunities to meet associate and customer satisfaction goals within the team and at the site level including: Coaching/Mentoring Band 6 Team Managers, championing employee satisfaction and engagement work streams, and escalating customer or employee issues. Reports directly to the Client Services Site Leader. Minimum of 3 years of customer service leadership or equivalent supervisory experience preferred.
*Schedule will be 12:30 pm - 9 pm, Mon-Fri with required weekend coverage rotation*
Shift:2nd shift (United States of America)
Hours Per Week:40
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Less than a mile from The Wedge, we’re surrounded by nature with the White Clay Creek State Park, Iron Hill Park and Middle Run Valley Natural Area at our doorstep.