Customer Care Unit (Call Center) Supervisor

Responsibilities

The Customer Care Unit Supervisor is responsible for supervising a centralized Customer Care Unit (CCU) that provides a variety of sales and service functions to bank customers and prospects with paying and receiving transactions as a virtual teller and processes consumer loan applications and new accounts via phone and internet. Responsibilities include:

• 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 and performance and salary reviews reflect accurate, comprehensive feedback; guides staff in developing individual development plans
• Oversees operations to ensures audit, compliance and internal controls are administered satisfactorily to manage risk and control negative exposure
• Responds and resolves escalated customer services issues through effective decision making; provides feedback to the customer and ensures requests are responded to timely
• Develops, coaches, and motivates staff to achieve departmental goals, adheres to Standards of Excellence, trains on products, procedures and systems; guides employees when responding to changing business conditions; ensures staff is aware of bank’s 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 experience in customer service
• 2+ years leadership experience

Skills

• Working knowledge of Microsoft Excel and MS Word; basic keyboarding and calculator skills; must be able to do simple math and carry out written instructions
• Work occasionally requires more than 40 hours per week to perform the essential functions of the position
• 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. Jobs that specifically require candidates to be bilingual will be posted as a requirement.