Customer Call Center Lead

About the role

Provides outstanding customer service in the Customer Banking Center (CBC) by addressing questions and/or issues from customers and teammates. Resolves more complex client issues and partners with CBC Managers in preparing for and leading team huddles and various team/department activities. Strives to deepen the customer relationship by identifying appropriate products & services and refers customers to other Bank representatives, as appropriate.

Responsibilities

• Intakes customer inquiries within the Customer Banking Center, addressing customer inquiries in a professional and courteous manner.
• Researches situations, as necessary, to resolve concerns. May handle escalated interactions, as situation warrants.
• Ensures that all information pertaining to customer interactions is appropriately documented in Customer Banking Center systems to analyze patterns and trends in the customer experience.
• Identifies opportunities to deepen the customer relationship by recommending bank products and/or services to meet customer needs. Refers customers to other bank representatives, as appropriate.
• Supports the onboarding and training of new CBC Representatives, assisting with questions/issues that arise, and providing guidance on how to handle various customer issues.
• Provides oversight/approvals for client fee/service charges and reversals/waivers provided by CBC representatives.
• Monitors, advises, and resolves operational exceptions such as customer verification, fraud, various limit increases, etc.
• Performs work at the assigned work location.

Requirements

• Minimum three (3) years of experience in Customer Service for a retail or financial institution (call center or other customer-facing role).

Skills

• Demonstrated customer service skills that include proven ability to handle difficult customer interactions.
• Demonstrated time management skills, and completing tasks in a proactive manner with a sense of urgency.
• Excellent verbal and written communication skills.
• Proficient in the use of Microsoft Office (Word, Outlook).
• Basic mathematical skills and proficiency in the use of calculators.