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Customer Service Center Team Leader

4 months ago

Lynn, United States Eastern Bank Full time

T

his individual will act as an extension of the senior management team as a primary floor captain for the Customer Service Center. Major responsibilities of this position will include floor management which can entail monitoring of the daily performance of sixty or more representatives, ensuring service levels are being adhered to and after call work is completed accurately and on a timely basis. This individual will act as a coach, mentor and resource for team members by sharing information and expertise while working towards the accomplishment of departmental standards. Must be able to work independently in a remote and on-site environment. T

his individual will also serve as a first line response person for incoming customer calls. They will be responsible for the handling of more complex customer calls that are referred by the Customer Service Level I and II staff members. Having the ability to accurately, independently and expediently answer inquiries from customers and representatives on all types of new and existing products and services is a must. A
- ssists senior management in supervising the Customer Service Center by monitoring staff performance, call volumes and work flow to ensure service levels are kept within acceptable levels. Serves as a resource to other team members on all products, services or regulatory inquiries. S
- ust maintain an in depth knowledge base of bank's products and service, with an added emphasis on compliance requirements, in order to develop team members. May be required to conduct training classes to assist the Quality Assurance team in staff development. Acts as a coach, mentor and resource for team members by sharing information and expertise towards the accomplishment of goals. Creates a team culture for selling and servicing by working with team members in the development of their skills. P
- erforms data entry when immediate maintenance is possible. Initiates requests for items requiring further investigation, work or customer contact, and may be required to complete this further investigation, work, or customer contact in the absence of appropriate support personnel. C
- ross-sells bank products and services to inbound customers by educating them about possible new ways of benefiting from the Bank's products and services. Works towards the attainment of sales goals set forth by management. P
- rovides feedback to management on team members for the assessment of overall performance. R
- esponsible for maintaining a NMLS Unique Identifier number (National Mortgage Licensing System). Q
- **ualifications**: M**:

- ust obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS) A
- ssociate's Degree or related knowledge/skills base gained through experience preferred P
- revious Call center and Banking experience required M
- inimum of 4 years customer service experience required P
- roven service and sales ability a must. A
- bove average PC and data entry skills required P
- roven previous job stability S
- upervisory experience helpful. R
- etail and Call Center service background required. P
- roven service and sales ability required. E
- xcellent communication, organizational, and interpersonal skills required. M
- icrosoft knowledge and understanding of windows required. K
- nowledge of Call Center technologies a plus M
- ust be flexible and adaptable about work schedules, which may include weekends M
- ust engage in the attainment of sales goals. M
- ust be able to work in moderate to high noise level M
- ust be able to use a Headset and sit for long periods of time M