Receive incoming customer calls and determine the product, service or resources the caller requires or could benefit from. Create a positive interaction with customers by providing direct support services or connecting the customer with the appropriate department to provide the specific assistance needed. Competent in service recovery and deescalating upset customers. Ability to discern and trouble shoot customer concerns with the ability to develop a proficiency in a wide range of systems. The Lead Customer Service Representative will assist with training for the department and guide and support Customer Service Representatives with questions and/or difficult situations. The Lead Customer Service Representative work schedule may vary from time to time to ensure adequate supervisory coverage of the Customer Service Center and work in the capacity of the manager on an occasional basis due to time off or other scheduling needs.
Essential Duties & Responsibilities
Answer incoming customer calls, secure messages and emails, properly verify the customer’s identity, and determine the needs of the customer. Provide assistance to the customer or transfer them to the appropriate department for assistance. Perform teller functions for customers and ensure customer needs are addressed in a polite and friendly manner.
Handles escalated telephone calls, e-mails, and Live Chat sessions, as needed.
Conduct training for new staff and continuing training for staff while keeping training material up to date.
Assist other branches and departments with transactions as needed, provide support for the collections department and branch managers in fulfilling customer requests and merchant verifications.
Monitor incoming calls, True Blue Online secured messages to ensure quality of service and accuracy of the Call Center Representatives.
Works in the capacity of the manager on duty on an occasional basis as necessitated by time off or other scheduling needs.
Perform other duties as assigned.
Participate in proactive team efforts to achieve departmental and company goals.
Must comply with current applicable laws, regulations and bank policies and procedures. Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
Requirements
Minimum of three years of similar or related experience, including preparatory experience. Previous supervisory or managerial experience preferred.
A high school degree or equivalent.
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.
