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Business Support Lead II - Scranton, PA

Scranton, Pennsylvania

Job Description:

Line of Business Job Description:

Responsible for executing LOB strategy. May manage projects 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. Defines opportunities to meet associate and customer satisfaction goals within the team and at the site level.

Job Posting Description:

Leads diverse administrative functions usually for a large department or for a complete business unit. Functions may include: financial control/budgeting and consolidation, personnel processes, audit/compliance, premises, and coordination of certain projects, associate training, service quality, process improvement, business continuity, or communication. Administers bank programs and policies and may direct the development of the department's administrative policies and procedures. Requires a thorough knowledge of the department's or business unit's functional operations. Working knowledge of general bank policies, programs and procedures and financial/accounting practices. May direct workflow activities.

Required Skills:  

  • 2 or more years work experience in a contact center environment   

  • Knowledge of Financial Center products & services, bank policies and regulations pertaining to products 

  • Accomplished leadership and coaching skills required 

  • Strong interpersonal and "people" skills 

  • Extensive, professional communication skills, both verbal and written 

  • Solid customer service experience 

  • Self-motivated and able to work independently

  • Accustomed to multi-tasking and time management 

  • Knowledge of systems and processes


Desired Skills:

  • Prefer candidate with National Service & Solutions (NS&S) background

  • Familiarity with Quality Assurance routines

  • Familiarity with call monitoring and calibration routines

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Line of Business Job Description:

Responsible for executing LOB strategy. May manage projects 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. Defines opportunities to meet associate and customer satisfaction goals within the team and at the site level.

Job Posting Description:

Leads diverse administrative functions usually for a large department or for a complete business unit. Functions may include: financial control/budgeting and consolidation, personnel processes, audit/compliance, premises, and coordination of certain projects, associate training, service quality, process improvement, business continuity, or communication. Administers bank programs and policies and may direct the development of the department's administrative policies and procedures. Requires a thorough knowledge of the department's or business unit's functional operations. Working knowledge of general bank policies, programs and procedures and financial/accounting practices. May direct workflow activities.

Required Skills:  

  • 2 or more years work experience in a contact center environment   

  • Knowledge of Financial Center products & services, bank policies and regulations pertaining to products 

  • Accomplished leadership and coaching skills required 

  • Strong interpersonal and "people" skills 

  • Extensive, professional communication skills, both verbal and written 

  • Solid customer service experience 

  • Self-motivated and able to work independently

  • Accustomed to multi-tasking and time management 

  • Knowledge of systems and processes


Desired Skills:

  • Prefer candidate with National Service & Solutions (NS&S) background

  • Familiarity with Quality Assurance routines

  • Familiarity with call monitoring and calibration routines

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22003280

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Monali Shah

Referral Bonus:

0

Street Address

Primary Location:
1 Fleet Way, PA, Scranton, 18507