Customer Care Unit (Call Center) Supervisor

Responsibilities

• Supervises a centralized Customer Care Unit (CCU) that provides sales and service functions, including paying and receiving transactions as a virtual teller, and processes consumer loan applications and new accounts via phone and internet.
• Coordinates day-to-day call center operations and administers company policies and procedures.
• Provides input on personnel actions, including staffing interviews, selections, terminations, disciplinary actions, and staff scheduling.
• Ensures monthly coaching, performance, and salary reviews reflect accurate, comprehensive feedback; guides staff in developing individual development plans.
• Oversees operations to ensure audit, compliance, and internal controls are administered satisfactorily to manage risk and control negative exposure.
• Responds to and resolves escalated customer service issues through effective decision-making; provides feedback to customers and ensures timely responses.
• Develops, coaches, and motivates staff to achieve departmental goals, adhere to Standards of Excellence, and train on products, procedures, and systems.
• Guides employees in responding to changing business conditions and ensures staff awareness of bank initiatives.
• Understands system applications, processes, and reports to provide effective balanced feedback, coaching, and development.
• Monitors company-required training and staff performance; observes and monitors calls and banker assist; ensures data for reporting is accurate, timely, and adheres to standards.
• Organizes and facilitates staff meetings regarding team performance, recognition, and information exchange.
• Requires work on physical bank premises.

Requirements

• High School diploma or GED.
• 6+ years of experience in customer service.
• 2+ years of leadership experience.

Skills

• Working knowledge of Microsoft Excel and MS Word; basic keyboarding and calculator skills.
• Ability to perform simple math and carry out written instructions.
• Work occasionally requires more than 40 hours per week to perform essential functions.
• Lifting in an office setting may be required up to 30 lbs.

ANBTX strongly encourages candidates that are fluent in English and Spanish to apply.