Regional Customer Care Team Lead | Edwardsville

3 days ago


Edwardsville, United States BankTalent HQ Full time

Position Summary The Regional Customer Care Team Lead will serve as a leader for the Customer Care team, earning trust and loyalty through unparalleled service. The Regional Team Lead will effectively coach their team to ensure service excellence and exceptional performance. Duties & Responsibilities Coach, mentor and manage regional team Lead new hire, and recurring, training sessions for Customer Care Identify system and workflow improvements to enhance efficiency and experience Resolve and respond to escalated customer issues Monitor and follow-up on Net Promoter alerts Report on Customer Care performance metrics to ensure that service standards are being met Education & Experience Knowledge of: Advanced knowledge of line of business policies, procedures and products Advanced knowledge of web browsers, social media platforms and mobile devices Strong understanding of roles and responsibilities of employees and operations of a call center Have or the ability to obtain a Busey account Ability to: Provide specialized support Manage and respond to support requests via live chat, email and social media Troubleshoot advanced customer issues/requests Possess strong interpersonal, written and verbal communication skills Analyze and solve problems efficiently and accurately Maintain confidentiality Excellent active listening and coaching skills Manage time utilizing good judgement and initiative in organizing and prioritizing workload Mentor and coach staff to positive customer satisfaction Maintain and compile data and statistics for records and reports Education and Training: Requires High School Diploma; some college preferred Requires knowledge of Microsoft Office and Microsoft Excel Previous banking and customer service experience Prior experience in roles identifying customer needs to expand relationships while offering outstanding service 1-2 years experience in training or coaching role is preferred Previous experience in call center management preferred Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey's commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey's Equal Opportunity Employment. #J-18808-Ljbffr



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