Customer Service Team Leader

2 weeks ago

Garden City, Michigan, United States Apple Bank Full time
Position Overview

The Customer Service Supervisor at Apple Bank plays a pivotal role in managing the daily operations of the Digital Branch Customer Service team. This position is essential in ensuring that our Customer Service Representatives (CSRs) deliver outstanding service while adhering to the bank's policies and procedures. The supervisor is responsible for training, mentoring, and evaluating the performance of the CSR team, ensuring that they are equipped to handle customer inquiries and account reviews effectively.

Key Responsibilities

  • Lead and supervise the Customer Service Representatives to ensure compliance with internal policies and procedures.
  • Assign daily tasks, manage schedules, and maintain departmental records.
  • Provide training and support to staff, including conducting performance evaluations.
  • Mentor new CSRs on the bank's products and services.
  • Act as a primary contact for resolving customer issues.
  • Facilitate the efficient operation of the branch, ensuring accurate transaction processing.
  • Guide customers through the account opening process, explaining relevant products and services.
  • Refer clients to licensed representatives when necessary.
  • Utilize electronic financial systems to assist with customer inquiries.
  • Conduct regular meetings focused on sales, service, and product knowledge.
  • Ensure adherence to regulatory and security protocols.
  • Maintain operational controls to safeguard client and bank assets.
  • Enhance professional knowledge through ongoing education and training.
  • Perform additional duties as required.

Qualifications

  • High School Diploma or GED is required; a Bachelor's degree is preferred.
  • A minimum of 5 years of experience in a senior customer service or new accounts role, with demonstrated leadership capabilities.
  • At least 1 year of supervisory experience is essential.
  • Proven ability to leverage financial products and services to benefit clients.
  • Strong technical skills with proficiency in banking software and Microsoft Office applications.
  • Exceptional customer relations skills and the ability to collaborate effectively with team members and clients.
  • Excellent verbal and written communication skills.
  • In-depth knowledge of interest calculations and new account operations.
  • Familiarity with banking regulations and internal policies.
  • Demonstrated sound judgment and discretion in handling confidential information.
  • Strong analytical and problem-solving abilities.
  • Willingness to work flexible hours as needed.

Apple Bank is committed to creating a diverse environment and is proud to be an equal opportunity employer.

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