Call Center Team Lead

4 weeks ago


Reston, Virginia, United States Veritas Partners - Client Full time

Veritas Partners - Client is seeking a seasoned Call Center leader to oversee daily operations in their Bethesda office.

The ideal candidate will have a minimum of eight years of call center experience and two years of team management experience in a Call Center environment.

Key Responsibilities:

Manage Call Center Operations:

Supervise and train call center agents and a supervisor.

Provide accurate and satisfactory answers to customer queries.

De-escalate situations with dissatisfied customers, offering patient assistance and support.

Manage the bank's Live Link Chat service.

Customer Communication and Support:

Call clients to inform them about new products, services, and policies.

Guide callers through troubleshooting and navigating the company's Retail Banking System.

Provide deposit rate information and product alternatives.

Review client accounts, offering product recommendations.

Collaboration and Training:

Collaborate with other bank departments.

Assist in training new employees on service agreements.

Serve as a resource on new digital account processing.

Acquire and maintain thorough knowledge of the bank's products and services.

Customer Service Excellence:

Ensure positive, courteous, and efficient interactions with customers, adhering to bank regulations.

Professionally respond to customer inquiries while maintaining confidentiality.

Provide timely responses to time-sensitive depository questions and requests.

Regulatory Compliance:

Comply with all bank regulatory policies.

Conduct periodic training on policies outlined in the Compliance Training Manual.


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