The Customer Service Team Lead will ensure the Customer Service department maintains established standards of quality and accuracy with regards to daily processes. This position will schedule, train, and evaluate the day-to-day activities of the department and collaborate with Manager on strategy to plan, administer, and execute customer support for the bank.

• Monitors the daily workflow of all areas of responsibility within the Customer Service department

• Develops, maintains, and revises procedures to ensure the department is compliant with bank regulations and policies

• Creates and maintains systems; reviews implementation and efficiency of systems; and evaluates adequacy of quality assurance standards

• Establishes sampling processes and procedures for recording and reporting quality data within the department; compiles statistical quality data and maintains ongoing report with information

• Identifies training needs and organizes training interventions

• Supports internal and external auditors with reviews of department procedures and implements appropriate corrective actions

• Monitors document management activities and systems

• Assists and provides back-up support of all tasks performed by employees in the Customer Service department

• Focuses on continuous quality assurance improvements, including usage of appropriate testing tools, techniques, and practices

• Ensures ongoing department compliance with industry regulatory requirements

• Communicates and collaborates with other internal departments as needed

• Responsible for reporting customer reported system issues to Retail Operations for follow up and resolution.

• Responsible for communicating updates and enhancements to Customer Service department.

Required/Preferred

Education Level

Description

Required

High School or GED

Preferred

Bachelors Degree

Degree in finance, banking, or related field preferred

Minimum

Comments

3

Three (3) years of experience in retail banking preferred

Required/Preferred

License / Certification

Description

• Computer proficiency required; experience with Microsoft Office preferred

• Customer service skills

• Oral and written communication skills

• Ability to multi-task

• Organizational skills

• Ability to work as part of a team

• Ability to foster teamwork

• Complex problem-solving skills

• Critical thinking and decision-making skills

• Ability to meet deadlines; time management skills

• Ability to maintain confidential information

Indoor, environmentally controlled. Usual office working conditions. The noise level in the work environment is typical of most office environments with telephones, personal interruptions, and background noises.

Requirement

Frequency

Occasional travel to bank locations for product rollouts

Occasionally

Position requires incumbents to be off work for a minimum of five consecutive business days

Requirement

Frequency

Sitting (remaining in a seated position)

Frequently

Standing (remaining on one’s feet in an upright position without moving about)

Occasionally

Walking (moving about on one’s feet)

Occasionally

Lifting (raising or lowering an object from one level to another)

Never or Rarely

Carrying (transporting an object, usually by holding it in the hands or arms or on the shoulder)

Occasionally

Pushing/Pulling (exerting force upon an object so that the object moves away or toward the force)

Never or Rarely

Reaching (extending hand(s) and arm(s) in any direction, such as overhead, below waist, forward or lateral)

Never or Rarely

Keyboarding (entering text or data using computer keyboard or 10-key numeric keyboard)

Frequently

Pinching/Gripping (seizing, holding, grasping, turning or otherwise working with the hand(s) or fingers)

Never or Rarely

Stooping (bending downward and forward by bending spine at the waist)

Never or Rarely

Squatting/Crouching (bending body downward and forward by bending legs and spine)

Never or Rarely

Kneeling (bending legs at knees to come to rest on knee(s))

Occasionally

Crawling (moving about on hand and knees or hands and feet)

Never or Rarely

Climbing (ascending or descending ladders, stairs, ramps)

Never or Rarely

Speaking (expressing or exchanging ideas by means of the spoken word to impart oral information to customers and to convey detailed spoken instructions accurately, loudly, or quickly)

Frequently

Hearing (the ability to hear, understand, and distinguish speech, either in person or telephonically)

Frequently

Near Visual Acuity (clarity of vision at approximately 20 inches or less)

Frequently

Far Visual Acuity (clarity of vision at approximately 20 feet or more)

Occasionally

May require lifting up to 20 pounds