Customer Contact Center Supervisor

Position Overview

Our Customer Contact Center Supervisors handle escalated customer inquiries. With a goal of one-call resolution, these internal and external customer interactions model the highest standards of courtesy, professionalism, empathy and problem solving. As a mentor to our Contact Center Representatives, the Supervisors assist in training, development and on-going coaching.

Primary Accountabilities

• Exceed customers’ service and sales expectations in an inbound/outbound call center environment, including e-mail, online account opening and eChannel expertise.
• Assist Retail branch staff through the “Branch Hotline”.
• Assist branch staff with routine system navigation, reviewing procedures and assist with creative solutions to solve customer concerns.
• Provide support for our eChannels, online resources and expediting approval requests, and at times customers transferred from the branch staff.
• Handle escalations as needed.
• Research and resolve complaints to ensure customer retention and satisfaction.
• Maintain an understanding of UniBank products and services, procedure, policies and appropriate regulatory issues in relation to deposit and transaction accounts.
• Aid in developing scheduling/staffing plans and make adjustments to plan to meet daily service level standards.
• May participate in the interview, hiring and training process of new hires.
• Communicate trends and develop plans/processes as needed to handle unanticipated events to delight our customer base while keeping management informed.
• Complete various retail projects as assigned.
• Manage NSF decisions for the on-line branch

Knowledge, Skills, Experience and Education

• Associate's degree required; Bachelor’s degree preferred.
• Knowledge of customer service practices and technology highly preferred.
• 3-5 years of supervisory experience, 1-3 years in a banking call center environment preferred.
• Superior listening, verbal, and written communication skills.
• Ability to handle stressful situations appropriately.
• Bilingual a plus.
• Intermediate to advanced skills in Microsoft Office.
• Must be able to work without direct supervision, solve problems, perform under stressful conditions, use internet for research.
• Manage multiple priorities and adapt to change within a fast-paced business environment.
• Strong coaching, teaching and motivating skills required.

About UniBank

We are UniBank, a team of civic-minded financial professionals and all-around great people working together to enrich people, businesses and municipalities across New England. We don't abide by the doctrine of big, national banks. We are a mutual bank, owned by its customers, dedicated to local service. We are technology leaders. Since launching our first online payment platform in 2003, we've never stopped delivering the most effective technology to our customers. We are a unique blend of consumer, civic and business banking with more than 150 years of history. We are an exception to the rule. We are unique to people. Unique to business. Unique to local government. We are UniBank. Bank Different. Bank Unique.

Pay

This position may be subject to SAFE Act Registration Requirements. Pursuant to the SAFE Act requirements, all applicants for employment who will be engaged in residential loan mortgage originations (as defined by the SAFE Act) must register with the federal registry system and maintain a status in good standing under the SAFE Act requirements.

UniBank is committed to fair, competitive, and market-informed pay for our employees. The estimated base hourly rate for this position is $25.00/hr to $32.00/hr. Final hourly offer will be determined based on a particular candidate's unique combination of factors such as skills, education, experience and certifications. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current employees as part of any final offer.