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Customer Care Team Lead
3 months ago
** Customer Care Team Lead (PPP)**
**Job Category****:** None **Requisition Number****:** CUSTO07342 Showing 1 location **Job Details**
**Description**
SUMMARY/OBJECTIVES
The PPP Customer Care Team Lead will work under the direction of the Director of PPP Operations. This position will oversee the customer touchpoints and communication functions of the Paycheck Protection Program. This scope includes the daily management of associates functioning as customer care associates in the PPP Department. This oversight will be for both Origination and Forgiveness portions of the Program. The Team Lead will ensure the completion of all daily responsibilities within the Department Customer Care functions. This role will be responsible for leading, developing, and coahcing Team Members. This Leader will stay well-informed of all aspects of the PPP Government Program and will be a strong SME for their Team.
**ESSENTIAL FUNCTIONS**
Manages all phone, email, and chat queue
Manages all customer contact escalations for resolution
**MANAGERIAL**
Proven ability to develop and lead Team Members
Strong Customer Service skills and presence
Knowledge of the PPP Lending and Forgiveness Programs preferred
Process and detail oriented
Strong organizational skills
Ability to learn new requirements and execute quickly
Comfortable with technology
Proven verbal and written communication skills
**OTHER DUTIES**
Accepts other duties as assigned.
**COMPETENCIES**
Knowledge of tools (e.g., SmartBiz, Chat, Teams, PCFS) helpful but not required
Strong MS Office skills to include Excel and PowerPoint
Qualifications and Education Requirements
* **Education**: High School
**Experience:** 5 Years banking Retail or Customer Contact experience preferred
TRAINING REQUIREMENTS/CLASSES
Complete New Employee Orientation and other training classes as determined by the Director of Strategic Initiatives. Required annual compliance training.
RECOMMENDED ADDITIONAL TRAINING
New Employee Orientation, as well as continual update of processes and applications.
Supervisory Responsibility
This position does have supervisory responsibilities.
PHYSICAL DEMANDS/WORK ENVIRONMENT
Must be able to lift up to 50 pounds, must be able to stand and/or sit for long periods of time. Must be able to effectively access and interpret information on computer screens, documents, and reports.
TRAVEL
Not Required
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Experience**
**Licenses & Certifications**
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