CCC Supervisor (Loans) - Greensboro

ESSENTIAL JOB FUNCTIONS

• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
• Writes and administers performance reviews for skill improvement
• Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
• Ensures employees have appropriate training and other resources to perform their jobs
• Responds to and resolves or escalates employee relations issues expressed by team members
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
• Addresses disciplinary and/or performance problems according to company policy
• Prepares warnings, communicates effectively with employees on warnings, and makes effective/appropriate decisions relative to corrective action as required
• Affords assistance to the CCC Manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs
• Works as a member/leader of special or ongoing projects that are important to area/process improvement
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
• Uses appropriate judgment in upward communication regarding department or employee concerns
• Manages schedule for Specialists to ensure coverage
• Completes Annual Performance Review for Specialists
• Affords assistance to all CCC Supervisors to ensure team consistency across all locations
• Affords assistance with customer calls during high volume

JOB REQUIREMENTS

• High school diploma or equivalence required
• Prior experience in a customer support role required
• Prior experience in banking/financial services preferred

KNOWLEDGE/SKILLS REQUIRED

• Leadership, Organizational Skills and Performance Management experience
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Problem Solving/Analysis and Systems Management capabilities

PHYSICAL AND MENTAL QUALIFICATIONS

• Standing, walking, bending and stooping required
• Must be able to sit at a desk for long periods of time and use a computer
• Must be able to occasionally move or lift up to 10 pounds
• May be asked to work supplemental hours periodically
• Limited travel required occasionally during and after business hours