Call Center Supervisor

Key Accountabilities

• Responds to incoming calls from both internal and external customers.
• Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Internet Banking and ATM or Debit Card issues.
• Performs PIN resets, Internet banking and e-statement set up and check order requests.
• Responds to Web Support inquiries, files EFT complaints for customers reporting unauthorized electronic activity on accounts.
• Follows through with all customer issues and provides ongoing assistance as needed.
• Performs research to resolve issues; educates customer and promotes Berkshire Banks’ products and services.
• Identifies and offers new opportunities and solutions to meet customers’ needs.
• Identifies customers’ needs and offers new opportunities to customers to meet established goals.
• Actively supports and participates in the continued development of sales environment within the call center.

Responsibilities

• Oversees daily activity of designated Customer Support team.
• Handles complex calls and decision making.
• Assists with the development and coaching of team to identify and offer new opportunities to customers, develop, and expand customer relationships and to handle more complex sales and service issues; assists with monitoring call center sales and referral program.
• Maintains up to date knowledge of industry, products, and services to continually improve performance and efficiencies.
• Assists with the development, implementation, enhancement and support of call center strategies, initiatives, and growth.
• Maintains comprehensive knowledge of policies, procedures, products, services and related state and federal regulations.

Qualifications

• Minimum 2 years’ banking experience
• Minimum 1-year Call Center experience
• Minimum 6-12 months in Berkshire Bank Call Center
• Experience with working in and supervising teams in a remote environment
• Flexible work schedule expectation support staff onsite as needed

Skills & Knowledge

• Customer service/sales skills
• Problem solving ability
• Strong verbal and written communication skills
• Ability to handle multiple tasks
• Techically proficient in operations & procedures
• Attention to detail

Benefits

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.