Call Center Quality Assurance Specialist

Dime Bank • Norwich, CT

9h • Onsite

About The Position

Responsible for the effective day to day delivery of the Bank’s products and services via the Solution Center delivery channel. Focuses on monitoring calls, chats, or emails, reviewing procedures for compliance, and providing feedback to agents for improvement. Leads daily operations, mentors agents, and often handles escalations, but does not have formal HR disciplinary authority. Handles customer requests, inquiries and complaints. Provides training and skill building to the team. Plays a key role in solidifying the Bank’s position of becoming our customer’s primary financial institution, by maximizing opportunities to sell products and services to customers while providing outstanding customer service to build customer satisfaction, loyalty and depth of relationship.

Requirements

• Bachelor’s degree in a related field of study or parallel experience in banking and adherence to the bank’s training policies and requirements.
• Strong knowledge of financial products and services, sales and sales-management techniques, and banking regulations.
• Exceptional customer service, including customer relationship building and product and services sales and referral skills.
• Excellent communication and leadership skills, and a demonstrated ability to interact well with all levels of personnel.
• Ability to prioritize, handle multiple tasks, and work independently with attention to detail.
• Strong training skills.
• In-depth product and service knowledge.
• Ability to work under pressure and meet goals.
• Ability to ensure CSC runs smoothly in the manager's absence.
• High degree of technical aptitude.
• Ability to communicate technical information to non-technical users.
• Ability to troubleshoot and resolve advanced technical issues for end users.
• Ability to work well under pressure in a fast-paced environment while being able to maintain effective communication.

Nice To Haves

• Prior experience in a call center/sales and customer service environment preferred.

Responsibilities

• Performing a broad variety of customer requests received over the phone and internet, including assisting with inbound and outbound calls.
• Managing daily operations, activity, performance, and customer satisfaction by coaching, monitoring calls, handling escalations, and ensuring team goals (call times, quality of calls) are met.
• Conducting training and onboarding of new team members, including continued training and skill building of current team members on product knowledge, procedures, sales, referrals, and other skill builders.
• Delivering outstanding service to both internal and external customers that meets or exceeds the Bank’s service goals.
• Monitoring Customer Solutions Center sales and service standards and reporting on them continually.
• Leading the CSC through daily tasks, monitoring the message center and account seasoning, and scheduling/maintaining the agent floor for daily assignments and lunches.
• Interfacing with other departments to research and resolve customer problems and disputes in a timely and effective manner.
• Providing information relative to the Bank’s accounts, products, services, and processing requests within scope of knowledge and authority.
• Resolving customer discrepancies with all products and services within pre-determined timeframes.
• Verifying specific customer identification information to ensure accurate transaction processing and prevent misuse or fraud.
• Handling escalated complaints and complex problems, and providing guidance to agents on difficult calls.
• Developing reports via RingCentral to monitor Department’s performance and measure against designated metrics, including monitoring trends via excel reports.
• Overseeing the Quality Control review and ensuring input accuracy of stop payments, address changes, and OLE electronic signature documents.
• Providing coaching and conducting call observations to ensure quality of service.
• Identifying cross-sell opportunities and cross-selling products and services to new and existing customers.
• Handling live consulting observations to coach and train the CSC team.
• Training and tracking sales and referrals of agents to maintain sales goals.
• Performing other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level