Customer Service Center Team Lead

17 hours ago

South Bend, Indiana, United States 1st Source Full time

**Job Summary**

As a Team Lead for our Customer Service Center in South Bend, IN, you will be responsible for overseeing a team of representatives, providing quality service to clients via telephone, and assisting in customer needs and problem resolution.

**Key Responsibilities**

  • Lead and supervise a team of Customer Service Center representatives, including approving timecards and writing performance appraisals.
  • Complete quality assurance programs to improve and sustain customer satisfaction.
  • Communicate regularly with leadership and employees to ensure team engagement and maintain Service Level goals.
  • Respond to external and internal customer inquiries, ensuring all needs are met and handled appropriately.
  • Work with management to best serve existing and potential customers via telephone inquiries.
  • Provide coaching and training to staff to deliver consistent products and services, enhancing customer loyalty and relationships.
  • Use product, procedure, and policy knowledge to make effective recommendations to customers.
  • Provide efficient and responsive customer service, maintaining productivity metrics.
  • Troubleshoot technical issues on various devices and electronic products.
  • Work individually and in a team environment, developing customer rapport and discovering needs.
  • Handle escalated calls and exceptions.
  • Complete compliance training as required.

**Requirements**

  • Two or more years of customer service center experience in a financial institution preferred.
  • Ability to work in a team atmosphere.
  • Coaching and training experience preferred.
  • Excellent communication skills in a heavy phone-based environment.
  • Strong problem-solving and organizational skills.
  • Ability to treat people with respect and uphold company values.
  • Bilingual speaking (English/Spanish) preferred.
  • Computer skills (Word and Excel) and ability to navigate software and systems.

**Education**

High School Diploma/GED required.

**Travel Requirements**

Minimal or occasional travel for meetings, projects, or training as needed.

**Physical Demands**

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

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