Customer Care Team Lead

The Customer Care Team Lead coordinates with Customer Care leadership to provide guidance, support, and training for Customer Care employees while helping ensure smooth day-to-day operations of the Customer Care Center. Provides on-the-job training, coaching, and mentorship to Customer Care agents, providing direction on policies and procedures and works closely with Customer Care agents to resolve escalated customer issues.

Essential Job Functions

1. Serves as the first point-of-contact for agents seeking assistance with escalated customer concerns/complaints or procedural questions, taking ownership of and deescalating customer concerns as appropriate.

2. Provides ongoing support and real-time coaching and feedback to agents to improve performance, customer service skills, and adherence to policies and procedures through side-by-side call monitoring.

3. Maintains a consistent, supportive presence by walking the floor of the Customer Care Center throughout the workday.

4. Documents and escalates recurring issues and areas of opportunity to Customer Care Leadership regarding employee performance and behaviors, missed calls, schedule adherence, etc. as needed.

5. Conducts regular team meetings to communicate project updates, as well as process, product and service changes.

6. Collaborates with Customer Care management to maintain a positive and motivating work environment for the team. 

7. Assists Customer Care leadership with administrative tasks, such as scheduling updates and adherence timecoding as necessary. 

8. Advocates for Bank customers and employees by identifying and escalating systemic issues, providing feedback to improve processes.

9. Conducts presentations and facilitates training sessions for groups of varying sizes including both new hires and existing employees, as needed.

10. Ensures all required compliance training is completed by assigned deadlines. 

11. Maintains good punctuality and attendance to work.

12. Follows Bank policy, procedure, and guidelines.

13. Performs all other duties as assigned.

Knowledge, Skills & Abilities

1. Comprehensive knowledge of online banking software and Customer Care policies and procedures. 

2. Ability to effectively deescalate and resolve customer concerns and complaints by demonstrating empathy, leveraging conflict resolution skills, and asking relevant questions.

3. Ability to effectively communicate both verbally and in writing, including presenting to groups of various sizes.

4. Proficient in using call center software and tools, including Calabrio, Cisco, etc.

5. Demonstrated ability to deliver clear, constructive feedback and effective coaching to support employee learning and performance.

6. Ability to demonstrate effective customer service skills.

7. Ability to maintain confidentiality.

8. Ability to work effectively and demonstrate flexibility in a continually changing environment.

9. Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

10. Ability to demonstrate effective organization, prioritization, and time management skills.

11. Ability to demonstrate effective critical thinking, analytical and problem-solving skills.

12. Ability to work flexible hours, including evenings and weekends when needed. 

13. Ability to work effectively both independently and in a team environment.

14. Ability to complete reporting/administrative tasks and meet deadlines.

15. Skill in using computer and Microsoft Office, including Outlook, Word, Excel, and PowerPoint.

Basic Qualifications

1. High School diploma or equivalent required. 

2. Minimum of two (2) years of work experience in a call center required; or six (6) months to one (1) year of work experience in our internal call center required.

3. Minimum of one (1) year related management experience preferred.