Customer Service Team Lead

2 weeks ago

Lubbock, Texas, United States Hilltop Holdings Full time
Job Title: Customer Solution Center Team Lead

Job Summary:

The Customer Solution Center Team Lead is responsible for assisting the Customer Solution Center Supervisor and/or Manager with daily operations and scheduling in the Customer Solution Center. This role provides support and guidance to staff of Solution Center Agents and Operators in accordance with Bank policies and departmental procedures.

Key Responsibilities:

  • Proficiency in all the duties of a Customer Solution Center Agent to be able to support customers in queue as call volumes deem necessary, and to support proficiency in training of staff.
  • Manages the floor through consistent engagement with Customer Solution Center Agents and Operators, providing real-time support throughout the day.
  • Provide real-time coaching to agents to ensure Customer Solution Center guidelines and expectations are being followed.
  • Manages escalations for more complex customer issues, including the de-escalation of irate callers, when necessary.
  • Facilitates the new hire training process for agents, including the coordination of Product Knowledge training conducted by Regional Trainers.
  • Provides Solution Center staff with on-going training to enhance staff's ability to assist customers and trouble shoot all areas of customer concerns.
  • Assists Customer Solution Center Supervisor and/or Manager with Quality Evaluations of customer interactions to ensure outstanding service is being delivered and that policies are followed.
  • Provides Customer Solution Center Leadership Team with daily reporting pertaining to Solution Center staff performance, such as number of calls taken, number of calls ended without resolution, etc.
  • Maintains a sustained working knowledge of all PCB software, products and services required to effectively answer both agent and customer inquiries.
  • Responsible for the maintenance and upkeep of training materials published in the Customer Solution Center manual, which includes best practices as well as step-by-step procedures for job tasks.
  • Assists Customer Solution Center Supervisor and/or Manager with reporting and assigning work to employees.

Requirements:

  • High School diploma, general education degree (GED), or equivalent required.
  • 3 years' experience in customer service required with at least 1 year of experience in a call center strongly preferred.
  • Previous team lead or supervisory experience preferred.
  • Bilingual with ability to read, write and speak English and Spanish preferred.
  • Excellent verbal and written communication skills with demonstrated ability to communicate ideas and information in a clear, concise and organized manner.
  • Must demonstrate a customer service focus with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns.
  • Excellent problem solving and organization skills.
  • Ability to work independently and multi-task in a fast-paced and constantly changing environment.
  • Strong computer skills including proficiency with Microsoft Office suite of products (specifically Word, Excel and PowerPoint) and the ability to learn and utilize custom banking systems and applications in a rapidly changing business and technology environment.
  • Must be able to work a flexible schedule to include required evening and weekend hours.

About Us:

PlainsCapital Bank was founded in 1988 by a group of young bankers who dreamed of bringing relationship banking to their hometown of Lubbock, Texas. With the acquisition of Plains National Bank, a Lubbock financial institution with one branch and approximately $198.8 million in assets, they began growing the bank one relationship at a time.

Over 30 years later, PlainsCapital Bank has held fast to its tried-and-true relationship-based culture and its commitment to financial strength and stability. PlainsCapital Bank ranks sixth among the largest banks headquartered in Texas by deposits and has a statewide presence with approximately 59 locations in markets such as Austin, the Coastal Bend, Dallas, Fort Worth, Houston, Lubbock, the Rio Grande Valley, and San Antonio.

Backed by decades of experience, our knowledgeable bankers are renowned for their straightforward approach and for taking exceptional care of their clients. They bring both financial and industry expertise along with vast local market knowledge to each client relationship.

PlainsCapital Bank conducts both commercial and consumer banking, providing a full suite of commercial banking products and services to fit any business model and convenient services, personal attention, and account features to help simplify managing personal finances.

PlainsCapital Bank continues to remain strong and stable, delivering highly personalized service and a single point of contact to help customers reach their financial goals.

To learn more, please visit us online.

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