Customer Service Team Leader

2 weeks ago

Dedham, Massachusetts, United States Dedham Savings Full time
Job Overview

At Dedham Savings, we prioritize the journey of our clients by providing exceptional support every day in a welcoming and professional environment. Our commitment to our employees is equally strong, as they are the foundation of our 192-year legacy. We offer a comprehensive benefits package that includes Medical, Dental, Vision, Flexible Spending, Dependent Care, Child Care Subsidy, Retirement, Life Insurance, and various other perks.

Role Purpose

The Assistant Manager – Contact Center will act as the primary point of quality customer service for all incoming calls, both internal and external. This role involves leading the team in service excellence, overseeing daily operations, and promoting cross-selling initiatives. The Assistant Manager will support a team dedicated to delivering an outstanding customer experience, guiding agents to meet established objectives, prioritizing tasks, delegating responsibilities, and ensuring the department operates efficiently.

Key Responsibilities
  • Oversee a team of Call Center representatives, including managing training and development.
  • Handle daily operations of the call center effectively.
  • Facilitate a comprehensive range of customer service activities through various channels, including phone, email, and live chat.
  • Assist bank personnel by addressing inquiries of both specific and general nature.
  • Support call center staff in resolving issues through effective escalation management.
  • Manage administrative responsibilities such as staffing forecasts and time management.
  • Document, maintain, and update all operational procedures; provide assistance for consumer and business deposit inquiries, online and mobile banking, stop payments, debit card disputes, and research requests.
  • Maintain an in-depth understanding of bank products and services to offer informed assistance.
  • Perform administrative duties in the absence of the Contact Center Officer.
  • Guide customers through the online account opening process.
  • Assist customers with various technical issues related to online and mobile account access.
  • Ensure adherence to all internal policies and regulatory requirements.
  • Address customer concerns, issues, and account discrepancies within designated authority; research and explore solutions; reconcile accounts; process corrections; reverse fees or charges with management approval; escalate unresolved matters.
  • Compile call data and analytics for senior management review.
  • Handle customer complaints and requests effectively.
  • Manage complex calls and account takeovers.
  • Prioritize tasks, delegate responsibilities, and ensure smooth and efficient call center operations.
  • Promote marketing initiatives; explain features and benefits; identify and act on potential cross-sell or referral opportunities.
  • Comply with the bank's privacy and data security policies, safeguarding sensitive information and adhering to relevant regulations.
Qualifications

To excel in this role, candidates must demonstrate the ability to perform essential duties effectively. The following qualifications are essential:

  • Proficiency in Digital Banking technologies, including mobile banking and online banking capabilities.
  • Ability to multitask, prioritize, meet deadlines, and thrive in a fast-paced environment.
  • Strong skills in Microsoft Office applications, including Outlook, Word, Excel, and Access.
  • Excellent written, verbal, and interpersonal communication skills.
  • Strong decision-making and leadership abilities, with attention to detail.
  • Able to work efficiently both independently and collaboratively.
  • Demonstrated initiative and resourcefulness.
  • Familiarity with general banking regulations, including ACH Rules and Regulation E.
Physical Demands

The physical demands outlined here represent those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities.

While performing the duties of this position, employees are regularly required to sit, occasionally stand, walk, use hands for various tasks, reach with hands and arms, and communicate verbally. Employees may occasionally lift and/or move up to 10 pounds. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus.

Work Environment

The characteristics of the work environment described here are representative of what employees encounter while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities. The noise level in the work environment is typically moderate.

Dedham Savings is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran status, gender identity, or expression, citizenship, genetic information, military status, pregnancy, childbirth, and any related medical conditions or any other status protected by Federal, State, or local laws.

Dedham Savings strives to foster a culture where every voice is valued, and employees feel a sense of belonging and connection. We are dedicated to creating an inclusive environment that understands, supports, and welcomes diverse perspectives and backgrounds.

EOE/F/M/Vet/Disabled

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