Customer Service Lead

SUMMARY:

The Customer Service Lead supervises customer service specialists and oversees the daily operations of the branch location, ensuring it operates effectively and safely. The Customer Service Lead supports internal and external customers at every touch point, including phone, email, text, online, and in-person interactions, to resolve questions and concerns.

DUTIES AND RESPONSIBILITIES:

• Supports internal and external customers at every touch point, ensuring an excellent customer experience. Builds relationships by communicating with professionalism and empathy. Takes ownership of the customer experience, focusing on positive outcomes and resolutions.
• Oversees teller transaction processing that includes following established procedures and policies. Has a high level of understanding of bank products, policies, and procedures. Guides customer service specialists on applying bank policies and procedures and offers support on routine and complex transaction handling and when applicable, when to apply exceptions to processes.

• Oversees the day-to-day operations activities of the branch, including cash vault balancing, scheduling, required reporting, auditing cash drawers, and facilities management. Adapts to unforeseen circumstances that impact the effective operation of the branch, which may include working outside of regular business hours.

• Actively participates in the branch's efforts to reach sales referral goals by meeting individually assigned goals.
• Trains, mentors, and coaches customer service specialists.
• Performs basic account opening for customers (i.e., checking, savings, certificates of deposit) in the absence of a sales team member.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong customer focus, including the ability to think about customer experience and perspective. Displays a positive attitude and enthusiastic personality with the ability to foster enthusiasm, engagement, and participation in others.
• Good communicator. Effective verbal, written, and interpersonal skills, with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, and speak clearly to customers and employees.
• Ability to supervise, develop, coach, and motivate staff to reach branch/individual goals.
• Requires being exact or highly accurate while meeting deadlines.

QUALIFICATIONS:

• Demonstrated service skills within a customer-first culture.
• High school diploma or general education degree (GED), or one year of related experience and/or training, or equivalent combination of education and experience.
• Strong interpersonal skills.
• Prior supervisory experience preferred.

COMPETENCIES:

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Response to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Problem-Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.