Head of Customer Assistance Team

1 week ago


Winter Haven, Florida, United States CenterState Bank Full time

Customer Care Team Lead

Job Category: None Requisition Number: CUSTO07342

Job Overview

SUMMARY/OBJECTIVES

The Customer Care Team Lead will operate under the guidance of the Director of Operations. This role is responsible for overseeing customer interactions and communication functions within the organization. The scope of this position includes daily management of team members serving as customer care representatives. The Team Lead will ensure that all responsibilities within the customer care functions are fulfilled efficiently. This position involves leading, developing, and coaching team members while maintaining a comprehensive understanding of the relevant programs.

ESSENTIAL FUNCTIONS

  • Oversee all phone, email, and chat interactions.
  • Manage customer contact escalations to ensure effective resolution.

MANAGERIAL RESPONSIBILITIES

  • Demonstrated ability to mentor and guide team members.
  • Strong customer service skills and professional presence.
  • Familiarity with lending and forgiveness programs is preferred.
  • Detail-oriented with a focus on processes.
  • Excellent organizational capabilities.
  • Ability to adapt to new requirements and execute tasks promptly.
  • Comfortable with technology and digital tools.
  • Strong verbal and written communication skills.

OTHER DUTIES

Additional responsibilities may be assigned as needed.

COMPETENCIES

  • Knowledge of relevant tools (e.g., SmartBiz, Chat, Teams, PCFS) is beneficial but not mandatory.
  • Proficient in MS Office applications, including Excel and PowerPoint.

Qualifications and Education Requirements

Education: High School Diploma

Experience: Minimum of 5 years in retail banking or customer contact roles is preferred.

TRAINING REQUIREMENTS

Completion of New Employee Orientation and other training as directed by management. Annual compliance training is required.

SUPERVISORY RESPONSIBILITY

This position includes supervisory responsibilities.

PHYSICAL DEMANDS/WORK ENVIRONMENT

Must be able to lift up to 50 pounds and remain seated or standing for extended periods. Ability to effectively access and interpret information on computer screens and documents is essential.

TRAVEL

No travel is required for this position.

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications



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