Customer Experience Operations Lead

2 weeks ago


Camdenton, Missouri, United States OakStar Bank Full time
Job Description

OakStar Bank is seeking an experienced Customer Experience Operations Lead to join our team. As a key member of our operations team, you will play a critical role in ensuring the highest level of customer satisfaction and experience.

About the Role
The Customer Experience Operations Lead will be responsible for supervising a team of call center agents who assist customers with a wide range of banking needs. This includes managing team metrics, providing regular coaching and feedback, and assisting with escalated customer service and technical issues. The supervisor will also maintain open and effective communication with the management team and agents to promptly resolve issues and promote professional development.

Main Responsibilities
• Supervise a team of call center agents to ensure excellent customer service and experience
• Manage team metrics and provide regular coaching and feedback to improve performance
• Assist with escalated customer service and technical issues as needed
• Maintain open and effective communication with the management team and agents to resolve issues and promote professional development
• Provide primary phone support to assist with call volume as needed
• Ensure compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations

Requirements
• High school diploma or general education degree (GED) and 2+ years of call center management and/or operations support experience
• Previous leadership experience preferred
• Bilingual is preferred but not required
• Basic experience, knowledge and training in branch operation activities, terminology, and products and services
• Basic knowledge of related state and federal banking compliance regulations, and other Bank operational policies
• Basic skills in computer terminal and personal computer operation, mainframe computer system, word processing and spreadsheet software
• Basic typing skills to meet production needs of the position
• Basic math skills: calculate interest and balance accounts, add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals, locate routine mathematical errors, count currency, coin and negotiable instruments in a timely manner
• Effective verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees
• Ability to deal with routine problems involving multiple facets and variables in standardized situations
• Good organizational and time management skills
• Ability to work with general supervision while performing duties
• Current STATE driver's license and a vehicle with appropriate insurance coverage if required to drive while performing assigned duties and responsibilities

Estimated Salary Range: $55,000 - $65,000 per year, depending on location and experience.
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