Customer Experience Supervisor

1 week ago


Camdenton, United States OakStar Bank Full time
Description

SUMMARY

The position of Customer Experience Supervisor is responsible for supervising a team of call center agents that assist customers with a wide range of banking needs. The supervisor is responsible for managing team metrics, providing regular coaching and feedback, and assisting with escalated customer service and technical issues. The supervisor is expected to maintain open and effective communication with the management team and agents to promptly resolve issues and promote professional development. Supervisors will be expected to provide primary phone support to assist with call volume.

Assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations.

ESSENTIAL DUTIES
  • Ensures and provides product support for customer inquiries received via the telephone, internet, instant message, e-mail, or self-service systems.
  • Assesses and ensures the nature of product and service issues is resolved, including basic and complex support problems. Questions and issues will vary depending on the product supported.
  • Assists and may oversee new account set up and performs maintenance for existing accounts. Assists customers in validating accuracy of account data.
  • Assures system security by verifying customer information prior to performing password resets, according to the company's standard security requirements.
  • Maintains the log of product issues for product improvement and escalates issues as needed.
  • Follows escalation procedures to ensure complex support issues are resolved.
  • Communicates the customer's needs and/or expectations to the appropriate personnel.
  • Maintain high quality assurance and all other metrics.
  • Open and/or update new or existing consumer and business accounts, safe deposit boxes, and C.D.'s with minimal to no errors and complying with all account policies and procedures.
  • Ensure customer accounts are up to date with the latest, most accurate information.
  • Must have knowledge of all products and services the Bank offers.
  • Assist customers and potential customers in selecting the appropriate Bank product or service for their needs.
  • Maintain good customer relations and refer customers to the appropriate Bank staff for new services.
  • Lead a team of employees and run an office with a degree of independence.
  • Work cases, support back end and front-end operations
  • Have a degree of knowledge in telephony/telecom support.
  • Contribute to a positive team environment through the department, branch, and bank.
  • Perform other duties and/or projects as assigned by management.
  • Treats people with respect, keeps commitments, Inspires the trust of others, works ethically and with integrity, upholds organizational values, and accepts responsibility for own actions.
  • Demonstrates knowledge of and adherence to EEO policy, shows respect and sensitivity for cultural differences, educates others on the value of diversity, promotes working environment free of harassment of any type, and builds a diverse workforce and supports affirmative action.
  • Follows policies and procedures, completes administrative tasks correctly and on time, supports the Bank's goals and values, and benefits the Bank through outside activities.
  • Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
  • High school diploma or general education degree (GED) and 2+ years of call center management and/or operations support experience. Work related experience should consist of a call center customer service background. Educational experience, through in-house training sessions, formal school, or financial industry related curriculum, should be business or financial industry related.
  • Previous leadership experience.
  • Bilingual is preferred but is not required.
  • Basic experience, knowledge and training in branch operation activities, terminology, and products and services.
  • Basic knowledge of related state and federal banking compliance regulations, and other Bank operational policies.
  • Basic skills in computer terminal and personal computer operation, mainframe computer system, word processing and spreadsheet software.
  • Basic typing skills to meet production needs of the position.
  • Basic math skills: calculate interest and balance accounts, add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals, locate routine mathematical errors, count currency, coin and negotiable instruments in a timely manner.
  • Effective verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.
  • Ability to deal with routine problems involving multiple facets and variables in standardized situations.
  • Good organizational and time management skills.
  • Ability to work with general supervision while performing duties.
  • Current STATE driver's license and a vehicle with appropriate insurance coverage if required to drive while performing assigned duties and responsibilities.

Updated: August 29, 2024Learn More

  • Camdenton, United States OakStar Bank Full time

    DescriptionSUMMARYThe position of Customer Experience Supervisor is responsible for supervising a team of call center agents that assist customers with a wide range of banking needs. The supervisor is responsible for managing team metrics, providing regular coaching and feedback, and assisting with escalated customer service and technical issues. The...


  • Camdenton, Missouri, United States OakStar Bank Full time

    Job DescriptionOakStar Bank is seeking an experienced Customer Experience Operations Lead to join our team. As a key member of our operations team, you will play a critical role in ensuring the highest level of customer satisfaction and experience.About the RoleThe Customer Experience Operations Lead will be responsible for supervising a team of call center...


  • Camdenton, United States GPM Investments LLC Full time

    About the RoleGPM Investments LLC is a leading provider of convenience stores and services. We are seeking a highly motivated and experienced Sales Associate/Customer Service Team Leader to join our team and help us deliver exceptional customer service and achieve our business goals.Key ResponsibilitiesProvide fast and efficient service to customers,...

  • Sales Associate

    2 weeks ago


    Camdenton, Missouri, United States Wal-Mart Stores , Inc. Full time

    **Job Summary:**We are seeking a Sales Associate to join our team in CAMDENTON, MO. As a Sales Associate, you will play a critical role in delivering an exceptional customer experience, ensuring that customers find what they need and leave the store satisfied.About Us:At Walmart, we strive to provide an inclusive and welcoming environment for all customers....


  • Camdenton, Missouri, United States Family Dollar Full time

    Family Dollar is committed to providing an exceptional customer experience. As a Customer Service Ambassador, you will be responsible for delivering outstanding service to our customers.About the RoleWe are seeking a highly motivated and enthusiastic individual to join our team as a Customer Service Ambassador. In this role, you will be the face of Family...


  • Camdenton, Missouri, United States Kroger Full time

    Becoming a Bakery/Deli Clerk at Kroger means being part of a team that is passionate about providing excellent customer service and ensuring a safe and clean shopping environment. As a member of our team, you will have the opportunity to work in a fast-paced environment, interact with customers, and contribute to the success of our store.About the JobWe...


  • Camdenton, Missouri, United States Kroger Full time

    About the JobWe are looking for a highly motivated and detail-oriented individual to fill the role of Cashier at Gerbes. As a member of our team, you will play a critical role in ensuring that customers receive excellent service and have a positive shopping experience.Key Responsibilities:Ensure that customer transactions are processed accurately and...

  • Store Associate

    2 days ago


    Camdenton, Missouri, United States Family Dollar Full time

    FAMILY DOLLAR is seeking a highly skilled Store Associate - Customer Relations professional to join our team. In this role, you will be responsible for providing exceptional customer service and creating a positive shopping experience for our customers.About the JobAs a Store Associate - Customer Relations, you will be the primary point of contact for...


  • Camdenton, Missouri, United States Domino's Pizza LLC Full time

    Domino's Job Description">In this role, you will play a critical part in ensuring that our customers receive an exceptional dining experience. Your key responsibilities will include:Taking customer orders accurately and efficientlyCleaning and maintaining the store environmentProviding excellent customer serviceMaintaining order organization and accuracyWhy...


  • Camdenton, Missouri, United States Domino's Pizza Full time

    About UsAt Domino's Pizza, we pride ourselves on serving high-quality food with a smile. Our customer service representatives play a vital role in ensuring our customers have an exceptional experience.Job DescriptionWe are seeking motivated and friendly individuals to join our team as customer service representatives. As a key member of our team, you...


  • Camdenton, United States Elara Caring Full time

    *Registered Nurse Home Health*At Elara Caring, we care where you are and believe the best place for your care is where you live. We know there’s no place like home, and that’s why our teams continue to provide high-quality care to more than 60,000 patients each day in their preferred home setting. Wherever our patients call home and wherever they are on...


  • Camdenton, United States Compass Health Network Full time

    Job Description Compensation : $$; dependent upon licensure Due to critical service need of the communities we serve, we are offering a $4000 sign-on bonus.* We are eager to continue to provide quality and compassionate care in our service areas and need you to make this happen! The Therapist ICTS (Improving Community Treatment Success) is part...


  • Camdenton, United States Elara Caring Full time

    *Registered Nurse Home Health*Is this the role you are looking for If so read on for more details, and make sure to apply today.At Elara Caring, we care where you are and believe the best place for your care is where you live. We know there’s no place like home, and that’s why our teams continue to provide high-quality care to more than 60,000 patients...


  • Camdenton, Missouri, United States Walmart Full time

    As a Fresh Food Associate at Walmart, you will play a critical role in delivering an exceptional shopping experience for our customers. Your primary responsibilities will include:**Providing Excellent Customer Service:Engage with customers in a friendly and professional manner.Help customers locate products and answer any questions they may...

  • Sales Associate

    4 weeks ago


    Camdenton, Missouri, United States Wal-Mart Stores , Inc. Full time

        Job SummaryWe are seeking a Sales Associate - General Merchandise to join our team at Wal-Mart Stores, Inc. As a Sales Associate, you will be responsible for providing exceptional customer service, maintaining a clean and organized store environment, and meeting sales goals.Responsibilities• Provide excellent customer service by greeting customers,...

  • Parts Specialist

    3 weeks ago


    Camdenton, United States O'Reilly Auto Parts Full time

    O'Reilly Automotive - 99 South State Highway 5 [Sales Associate / Team Member] As a Parts Specialist at O'Reilly Automotive, you'll: Deliver excellent customer service and ensure a positive customer experience; Support management in the accomplishment of assigned tasks; Maintain inventory control and store appearance; Demonstrate knowledge and passion for...


  • Camdenton, Missouri, United States Kroger Full time

    About the PositionWe are seeking a skilled and customer-focused Cashier to join our team at Gerbes. As a Cashier, you will be responsible for providing exceptional customer service, processing transactions efficiently, and maintaining a safe and clean environment.Key Responsibilities:Provide outstanding customer service by greeting and assisting customers in...

  • Food Service Clerk

    4 days ago


    Camdenton, Missouri, United States Walmart Full time

    At Walmart, we are committed to hiring talented and motivated individuals who share our passion for delivering exceptional customer experiences. As a Fresh Food Associate, you will have the opportunity to work in a dynamic and fast-paced retail environment where no two days are ever the same.**Key Responsibilities:Provide excellent customer service and...


  • Camdenton, Missouri, United States Walmart Full time

    **Job Overview:**We are looking for a skilled Fresh Food Associate to join our team at Walmart. As a member of our store team, you will be responsible for providing excellent customer service, ensuring high-quality products are available in our deli, bakery, and meat departments, and maintaining a clean and organized store environment.**Salary Range:** $14 -...


  • Camdenton, Missouri, United States Alro Steel Corporation Full time

    Alro Steel Corporation is a leading supplier of raw materials to various manufacturing industries. About the CompanyWe have an immediate opening for a Materials Logistics Coordinator in our Camdenton, Missouri facility.The ideal candidate will be responsible for delivering materials to customers on tractor-trailer flatbed equipment while adhering to Federal...