Customer Support Team Supervisor
1 week ago
Customer Care Team Lead (PPP)
Job Category: None Requisition Number: CUSTO07342
Job Details
SUMMARY/OBJECTIVES
The Customer Care Team Lead for the Paycheck Protection Program (PPP) will operate under the guidance of the Director of PPP Operations. This role is responsible for overseeing customer interactions and communication processes related to the PPP. The Team Lead will manage daily operations of customer care associates within the PPP Department, focusing on both the Origination and Forgiveness aspects of the program. This position is crucial in ensuring that all daily tasks within the Customer Care functions are completed efficiently. The Team Lead will also be tasked with leading, mentoring, and coaching team members, while remaining well-versed in all facets of the PPP Government Program, serving as a Subject Matter Expert (SME) for the team.
ESSENTIAL FUNCTIONS
- Oversee all communication channels including phone, email, and chat.
- Handle customer contact escalations to ensure timely resolutions.
MANAGERIAL RESPONSIBILITIES
- Demonstrated ability to develop and lead team members effectively.
- Exhibit strong customer service skills and maintain a professional presence.
- Preferred knowledge of the PPP Lending and Forgiveness Programs.
- Detail-oriented with a focus on processes.
- Possess strong organizational skills.
- Ability to quickly learn and adapt to new requirements.
- Comfortable utilizing technology.
- Exhibit strong verbal and written communication skills.
OTHER DUTIES
Willingness to accept additional responsibilities as assigned.
COMPETENCIES
- Familiarity with tools such as SmartBiz, Chat, Teams, and PCFS is beneficial but not mandatory.
- Proficient in MS Office applications, particularly Excel and PowerPoint.
Qualifications and Education Requirements
Education: High School Diploma
Experience: Minimum of 5 years in retail banking or customer contact roles preferred.
TRAINING REQUIREMENTS/CLASSES
Completion of New Employee Orientation and other training sessions as designated by the Director of Strategic Initiatives. Participation in required annual compliance training.
RECOMMENDED ADDITIONAL TRAINING
Engagement in New Employee Orientation, along with ongoing updates regarding processes and applications.
SUPERVISORY RESPONSIBILITY
This position includes supervisory responsibilities.
PHYSICAL DEMANDS/WORK ENVIRONMENT
Must be capable of lifting up to 50 pounds and able to stand or sit for extended periods. Must effectively access and interpret information on computer screens, documents, and reports.
TRAVEL
No travel required.
Qualifications
Skills
Behaviors
Motivations
Education
Experience
Licenses & Certifications
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