Echannel Supervisor-customer Care Center

2 weeks ago

Richmond, United States Atlantic Union Bank Full time

The eChannel supervisor is responsible for providing direct leadership and oversight of the Customer Care Centers eChannel team to ensure service level agreements are meet, goals achieved and proper coaching is delivered and documented. This role will report directly to the eChannel manager and help support the entire Customer Care Center team as needed. The incumbent will have a high level of knowledge related to all procedures and products related to eChannel to include consumer and business online banking platforms, bill pay, Zelle, Treasury Service products and other online and mobile products.

***Position Accountabilities**
- Supervise the daily activities of the assigned team.
- Develop scheduling for assigned team for proper coverage of multiple phone queues and electronic communications from customers to ensure Service Level Agreements are meet.
- Conduct monthly coaching sessions to review scorecards to ensure polices and procedure are adhered to and goals are achieved.
- Develop action plans to address any gaps in knowledge; provide guidance and training to develop where appropriate.
- Conduct training for consumer online banking, business eBanking and Treasury Support products as needed
- Develop and Communicate new policies and procedures.
- Communicate any systems changes or other urgent information.
- Conduct calls/chats reviews for Quality Assurance purposes ensuring compliance with all policies and procedures.
- Responsible for timely resolution of all escalated concerns via a multiple of channels to include regulatory requests, customer dissatisfaction/complaint submissions and direct customer contacts.
- Serve as a management representative in the absence of the eChannel Manager.
- Adhere to all applicable laws and regulations governing bank operations, including compliance with Atlantic Union Bankshares’ BSA/AML Policy and Procedures.
- Provide in-depth troubleshooting and proper resolution for all Treasury Support products including; ACH, Wires, Positive Pay, lockbox and Remote Deposit Capture.
- Manage Online Banking Regulatory process to ensure Regulatory requirements are achieved.
- Identify and report technical issues with online banking and administrative platforms as well as Treasury Support products and systems to the appropriate department.
- Conduct new hire interviews for assigned team.
- Serve as liaison and Subject Matter Expert between Online Banking and Customer Contact Center and other departments; communicating needs, challenges and facilitating resolution to customer and teammate issues.
- Collaborate with Digital and Online Banking vendor to open and work incident requests to ensure timely resolution.
- Maintain a strong understanding of Atlantic Union Bank’s consumer and business e-channel products and services, and stay abreast of changes and enhancements.
- Collaborate with Digital, Marketing and other AUB departments as needed for process and product enhancements with an emphasis on our Online Banking Platforms.

***Organizational Relationship**

This position reports to the eChannel Manager.

***Position Qualifications**

Education & Experience
- Associates degree or equivalent business experience, preferably in financial industry
- 3+ years banking call center experience required
- 3+ years’ experience supervising a team of 20+ Teammates

Knowledge & Skills
- Excellent oral and written communication skills
- Strong problem solving and decision-making abilities; able to think analytically
- Well organized with excellent time management skills
- Excellent customer service and telephone skills
- Detail oriented and quality focused
- Able to handle multiple tasks
- Flexible, able to adapt to change
- Knowledge of bank products, servicing, and operational procedures
- Ability to support and supervise teammates effectively in a remote or hybrid environment
- Solid knowledge of online banking platforms to include consumer and business as well as treasury products including ACH, Wires, Positive Pay, Lockbox and Remote Deposit Capture
- Familiar with contact center technology, including Automatic Call Distributor (ACD), Interactive Voice Response (IVR), computer telephone integration systems and call monitoring systems
- Proficient computer skills relevant to Outlook, Word, Excel, PowerPoint and video conferencing platforms (Zoom)
- We are proud to be an EEO/AA employer, Minority/Female/Disability/Veteran. We maintain a drug-free workplace._

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