Customer Service Operations Supervisor

2 weeks ago

Dedham, Massachusetts, United States Dedham Savings Full time

Job Type

Full-time

Description

At Dedham Savings, we prioritize the journey of our clients by providing exceptional support in a welcoming and professional environment. Our commitment to our employees is paramount, as their dedication has been integral to our 192-year legacy. To ensure our team is well-supported, we offer a comprehensive benefits package that includes Medical, Dental, Vision, Flexible Spending, Dependent Care, Child Care Subsidy, Retirement, Life Insurance, and many additional perks.

PURPOSE

The Customer Service Operations Supervisor will act as the primary line of quality service for all internal and external communications. This role involves leading the team in service excellence, managing daily operations, and enhancing cross-selling opportunities. The Supervisor will be responsible for fostering a team focused on delivering an outstanding customer experience, assisting team members in achieving set objectives, prioritizing tasks, delegating responsibilities, and ensuring optimal staffing and operational efficiency. Collaboration with the management team will be essential for developing new processes and implementing innovative digital solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Oversee a team of customer service representatives, including training and development initiatives.
  • Manage the daily functions of the customer service center.
  • Facilitate a wide range of customer service activities through various channels such as phone, email, and live chat.
  • Provide assistance to bank personnel and address inquiries of varying complexity.
  • Support team members in resolving issues through effective escalation management.
  • Handle administrative responsibilities including staffing forecasts and time management.
  • Document, maintain, and revise operational procedures; provide support for consumer and business inquiries.
  • Maintain comprehensive knowledge of banking products and services to assist customers effectively.
  • Perform administrative duties in the absence of the Contact Center Officer.
  • Guide customers through the online account opening process.
  • Assist customers with technical issues related to online and mobile banking.
  • Ensure adherence to all internal policies and regulatory requirements.
  • Address customer concerns and discrepancies within established authority; research and explore solutions.
  • Compile call data and analytics for senior management review.
  • Manage customer complaints and requests efficiently.
  • Handle complex inquiries and account management issues.
  • Prioritize tasks, delegate responsibilities, and ensure operational efficiency.
  • Promote marketing initiatives; articulate features and benefits; identify cross-sell opportunities.
  • Comply with privacy and data security policies to safeguard sensitive information.

QUALIFICATIONS

To excel in this role, candidates must demonstrate proficiency in the following areas:

  • Expertise in digital banking technologies, including mobile and online banking.
  • Ability to manage multiple tasks, prioritize effectively, and thrive in a fast-paced environment.
  • Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and Access.
  • Exceptional written, verbal, and interpersonal communication skills.
  • Strong leadership and decision-making capabilities, with attention to detail.
  • Able to work independently and collaboratively within a team.
  • Demonstrated initiative and resourcefulness.
  • Familiarity with banking regulations and compliance standards.
Physical Demands

The physical requirements for this position include regular sitting, occasional standing and walking, and the ability to lift up to 10 pounds. Specific vision abilities required include close vision and the ability to adjust focus.

Work Environment

The work environment is typically moderate in noise level. Dedham Savings is dedicated to fostering an inclusive workplace that values diversity and promotes equal opportunity for all employees and applicants. We strive to create a culture where every voice is heard and valued, ensuring a supportive environment for all.

EOE/F/M/Vet/Disabled

Salary Description

$30.00 per hour

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