Customer Service Operations Supervisor

2 weeks ago


Lagrange, Indiana, United States Farmers State Bank Full time

Job Type:

Full-time

Description:

Department: Customer Support Center

Reports to: Branch Administration

Supervises: Customer Support Center (CSC) Agents

Grade: 6

Overview: The role is pivotal in ensuring that customers receive prompt, efficient, and courteous service in a professional setting.

Key Responsibilities:

  • Adhere to FSB Standards of Conduct
  • Handle incoming calls swiftly and effectively
  • Investigate and resolve customer inquiries and issues promptly
  • Direct calls to the appropriate personnel and departments as necessary
  • Facilitate efficient scheduling for CSC representatives
  • Provide special alert notifications to overflow staff when required
  • Conduct annual evaluations and ensure training/performance aligns with expected customer service standards
  • Identify call types, develop response strategies, and enhance call code lists as needed
  • Revise and update the CSC procedure manual
  • Identify and implement efficiencies within departmental processes and procedures
  • Expand department services when appropriate
  • Deliver training for CSC and overflow phone personnel
  • Monitor and analyze all relevant Call Center reports
  • Troubleshoot any phone system disruptions
  • Assist FSB staff in resolving CSC-related issues
  • Ensure the resolution of CSC Synapsys Queue Events, maintenance from Deposit Operations, gift card activations, SMS/Text message enrollments, and online banking applications and chat inquiries.
  • Trained on FSB's Customer Acquisition and Growth program and capable of performing duties aligned with the program.
  • Execute other related responsibilities as assigned
Physical Requirements and Work Environment:

The physical demands outlined here are representative of those that must be met by an employee to successfully execute the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While fulfilling the essential job functions of this position, the employee is regularly required to sit, stand, talk, hear, walk, use hands and fingers, handle or feel objects, and reach with hands and arms. This position necessitates regular use of a computer. The employee must be able to travel between branch locations regularly. The noise level in the work environment is typically light to moderate.

Qualifications:

  • High School Diploma; an Associate's Degree in a related field is preferred
  • Minimum of 1-3 years of banking experience
  • Prior experience in a Call Center is preferred
  • Familiarity with AS 400, MS Outlook, Word, and Excel
  • Comprehensive understanding of FSB Products and Services, including the necessary backroom support knowledge to address and resolve almost any customer issue.
  • Strong customer service skills, including the ability to maintain a pleasant demeanor, communicate tactfully and patiently with customers, and exercise sound judgment.
  • Ability to prioritize tasks and manage multiple responsibilities.


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