Team Lead, Customer Service Center, South Bend, IN

POSITION SUMMARY

Responsible for overseeing a team of Customer Service Center representatives, provides quality service to clients via telephone, responding to both internal and external customers, and assists in customer needs and problem resolution.

Center hours are Monday through Friday 8 a.m. to 8 p.m. and on Saturdays 9 a.m. to 1 p.m. Must be available to work a flexible schedule.

ESSENTIAL REQUIREMENTS

• Responsible for the leadership and supervision of assigned CSC representatives, including approving timecards and writing performance appraisals.
• Completes quality assurance program for CSC representatives in order to improve and sustain customer satisfaction.
• Communicates regularly with leadership team and employees to ensure team engagement and maintain Service Level goal.
• Responds to both external and internal customer inquiries ensuring that all needs are met and handled appropriately during their initial contact.
• Works with management team to best serve existing and potential customers via telephone inquiries.
• Ability to listen actively, probe for additional details, and ask targeted questions to gather information in a timely manner.
• Provides coaching of staff to provide consistent delivery of products and services with the objective of enhancing customer loyalty and expanding customer relationships.
• Uses product, procedure and policy knowledge to make effective recommendations to customers to resolve initial and additional needs.
• Provides efficient and responsive customer service to customers by maintaining an acceptable level of productivity as measured through established metrics, which includes (but are not limited to) schedule adherence, availability, and attendance.
• Ability to troubleshoot technical issues on a variety of devices such as computers, laptops, phones, and tablets relating to a diverse range of electronic products and services.
• Effectively works individually and in a team environment.
• Develops customer rapport and discovers customer needs.
• Handle escalated calls and exceptions.
• Completes compliance training as required.
• Understands all laws and regulations that apply to the position and complies with the requirements.

NON-ESSENTIAL FUNCTIONS

• Uses various computer systems for information gathering and/or troubleshooting as needed.
• Performs all other duties as assigned.

EXPERIENCE/SKILLS

• Two (2) or more years of customer service center experience in a financial institution preferred.
• Ability to work in a team atmosphere.
• Coaching and training experience preferred.
• Excellent communication skills, within an environment of heavy phone-based interaction.
• Strong problem-solving skills.
• Strong organizational and time management skills to perform multiple tasks within a limited time frame.
• Ability to treat people with respect under all circumstances, instills trust in others, and upholds the values of the organization.
• Bilingual speaking (English/Spanish) preferred.
• Computer skills (Word and Excel); ability to navigate through various software and systems.

EDUCATION

High School Diploma/GED required.

TRAVEL REQUIREMENTS

Minimal or occasional travel for meetings, projects or training as needed.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

While performing the duties of this job, the employee is required to sit, stand and walk; use hands and fingers to operate keyboard and other office equipment; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop or kneel. The employee may occasionally lift and/or move up to 10 pounds.

EQUIPMENT

MS Office PC, fax, phone and standard office equipment.