Customer Support Lead I

Major Responsibilities

• Provides top-tier customer support by phone, email, and chat.
• Responsible for finding solutions to issues that can’t be solved through our agents or branch employees.
• Experts in our products and services and effectively identify, diagnose, troubleshoot, and solve problems.
• Follow up as needed to ensure complete resolution to all issues presented.
• Owns escalated issues.
• Responsible for serving as the next level of support for customers who need to work with a higher level of authority to solve their concerns.
• Professional communication and strong business acumen are a necessity to handle these cases, as well as expertise in our offerings to understand completely how to address the situation.
• Prioritizes policies and procedures of the bank but are also able to find unique solutions and work with management to determine the best course of action.
• Keeps the business running by working a pipeline of service requests and reviewing interactions to ensure quality.
• Responsible for the timely handling of service requests presented via phone, chat, email, or other platforms, and they’re able to multitask between multiple systems.
• Cook up a storm with the team to ensure all channels of support are always covered and responded to promptly.
• Review and score Agent’s interactions for quality assurance and can communicate with supervisors about any lapses identified.

Other Responsibilities

• Maintains and grows an extensive knowledge base.
• Learning and educating team members on the bank’s products, services, policies, procedures, and systems.
• As well as learning about relevant industry regulations and adapting rapidly to changes and new offerings.
• Maintains a current understanding of Bank policies and procedures in compliance with all federal and state laws, including but not limited to Bank Secrecy Act (SARs, CIP, OFAC), Information Security (GLBA), Identity Theft Red Flags, Financial Elder Abuse Reporting, and any other applicable regulations that may be specific to your job duties.
• Upholding security and confidentiality. Strictly follows policies and procedures to protect private information and finances.
• Identify potential exception situations and collaborate with leadership on creative solutions.
• Using technology to enhance our humanity. Help our customers leverage tech solutions to save them time and money.
• Use systems like our Salesforce customer relationship platform to grow relationships and communicate more effectively.
• Helping as needed. Leads help keep the business running by assisting with other duties as assigned, including customer messaging, data entry, reports, and other tasks.

Experience Requirements

• A minimum of six months of contact center or financial services experience preferred.
• Proficiency in technology including Microsoft 365, Salesforce, web browsers, basic networking, computer and mobile operating systems, and various banking platforms required.
• High school diploma or GED required. Bachelor’s degree preferred.
• Professional verbal/written communication skills required.
• Previous customer service experience required.
• Financial services or contact center experience preferred.
• Professional data entry and typing skills required.
• Ability to proficiently utilize technology including personal computers, telephones, mobile platforms, Microsoft 365, Salesforce and other systems required.

Physical Requirements

• May be required to lift up to 25 pounds.

Company Profile

Established in 1975, Tri Counties Bank is a wholly-owned subsidiary of TriCo Bancshares (NASDAQ: TCBK) headquartered in Chico, California with corporate offices in Roseville, South San Francisco, and Bakersfield, with assets of nearly $10 billion and 50 years of financial stability. Tri Counties Bank is dedicated to providing exceptional service for individuals and businesses throughout California with more than 75 locations, advanced mobile and online banking, and access to approximately 40,000 surcharge-free ATMs nationwide. As California's Local Bank, Tri Counties Bank prioritizes serving clients with local bankers and local decision-making, backed by corporate philanthropy, community engagement, employee volunteerism and investments. Recognized by various publications as among the Top Workplaces and Best Banks, Tri Counties Bank recruits and retains diverse and talented team members. Tri Counties Bank is an Affirmative Action and Equal Opportunity Employer, Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Age/Disability/Veteran.