Call Center Team Leader

Mid Penn Bancorp Inc. • Halifax Township, PA

2h

About The Position

A great company begins with a great team! Mid Penn Bank is actively seeking a Call Center Team Leader in Halifax, PA.

We believe that our ongoing success depends upon a skilled, satisfied, and valued work force. As a member of our team, you can expect opportunities to develop your skills to help you excel in your role and achieve your professional career goals. We offer a comprehensive range of flexible benefits to support your personal and financial well-being. Our inclusive culture encourages all employees to share ideas, collaborate, and contribute to the values that make us a winning team for our customers, shareholders, and communities. 

Position Overview

The Call Center Team Leader is responsible for performing a variety of duties to support the Call Center functions as well as providing customer service of the highest caliber to persons external to the company. The Team Leader will work with all Call Center personnel and other departments to ensure the necessary flow of all operations to meet operating schedules and deadlines while adhering to internal procedures. This individual will follow procedures and policies and seek exception approvals as warranted. The Call Center Team Leader will coordinate work within the department and with other departments to ensure delivery of superior quality service to customers.

Responsibilities include the supervision and scheduling of Call Center staff. The Team Leader will participate in the evaluation of and revision to process implementation planning and will work in conjunction with the Manager/Supervisor to implement and test Disaster Recovery plans.  The Team Leader will provide guidance and on-the-job training to Call Center Representative(s) and Specialists; assist the Call Center Manager/Supervisor and Administrators and Senior Operations Manager with various tasks and projects and assist the immediate supervisor with administrative tasks to support department operations.

Requirements

• A B.S. or B.A. degree in a related field of study preferred, but banking experience will be considered in place of degree.
• A minimum of three (3) years’ experience in Call Center related positions. Incumbent must have a strong knowledge of operational practices, principles, applications, methods, procedures, and regulations. 
• The incumbent must exhibit an ability to effectively perform multiple tasks and duties throughout the department with a strong understanding of purpose. The must exhibit strong leadership capabilities utilizing assistance and guidance techniques.
• Proficient reading, writing, grammar, and mathematics skills. Proficient interpersonal relations and communication skills, including visual, auditory, and speaking skills.  Special emphasis on telephone communication skills including voice quality, annunciation, tone, and pace of speech. Problem solving and time management skills. Working knowledge of company operating policies and procedures.  Ability to sit, stand, walk, bend, stoop, reach with hands or arms, use hands to manipulate objects, handle or feel, and lift items weighing 20 lbs. or less.

Responsibilities

• Identifies and acts on both positive and negative performance trends to ensure company service level goals and performance targets are achieved. 
• Monitors for, and reports, service performance trends to company management so root-causes can be identified and rectified.
• Answers questions and recommends corrective services to address customer complaints.
• Maintains a high degree of technical proficiency of company products and systems and conformity to company policies.
• Provides periodic reports or updates to the Manager and other groups, committees, or individuals as required throughout the organization.
• May perform assisted teller transactions to support customers with inquiries in an interactive environment using video & telecommunication equipment, specifically Interactive Teller Machines (ITM).  Interacts with customers cashing checks to review check negotiability, proper identification and determine if transaction can be completed.
• Assists customers with routine teller machine transactions such as cash & check deposits, cash withdrawals, transfers, loan payments and account balance inquiries.
• Maintains customer confidentiality and recognizes Red Flag indicators and acts accordingly.
• Plays an active role in protecting the organization and its customers against fraud by incorporating risk awareness and prevention into daily responsibilities.
• Demonstrates high standards of integrity, honesty, and fairness. 
• Role models attitudes and behaviors consistent with organizational values and expectations; demonstrates and promotes Unwavering Service Standards. 
• Is present and available to employees; interacts with employees in a way that fosters employee engagement. 
• Supports and applies organizational practices and policies in a fair and professional manner. 
• Communicates expectations and provides feedback to ensure the best results; creates an atmosphere where communication is encouraged. 
• Supervises assigned employees (if applicable). Responsibilities include, but are not limited to:
• Plans, assigns, and directs work. 
• Manages employee time and attendance; ensures accuracy of time and attendance records; approves timecards in a timely manner for payroll processing. 
• Manages employee performance and behavior; provides timely documented feedback; partners with employee to complete a written Individual Development Plan. 
• Motivates team members by using appropriate methods of rewards and recognition. 
• Openly communicates with team regarding pertinent policies and procedures affecting the department and/or their jobs. 
• Ensures all assigned employees adhere to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the organization’s compliance with all regulatory requirements. 
• Ensures that assigned employees complete all mandatory compliance and regulatory training assigned by the stated due date.
• Communicates and interfaces with other departments and management personnel as required by efforts to ensure the highest level of service or problem resolution for callers.
• Provides assistance to Operations Department on other operational tasks, including wire transfer call back procedures, processing of loan payments, internet password resets, Debit card activations, and approved Debit Card limit increases.
• Performs tasks, which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.
• This position may require working rotating shifts, which may include nights and/or weekends.
• This is a critical operational role and employee must be able to work occasionally from home, utilizing cell or home phone and basic computer with Wi-Fi.  The company provides remote access technology.
• Regular and predictable attendance is required.

Benefits

• Mid Penn Bank offers a comprehensive benefits package to those who qualify. This includes medical plans with prescription drug coverage; flexible spending account, dental and vision insurance; life insurance; 401(k) program with employer match and employee stock purchase plan; paid time off, paid holidays; disability insurance coverage, parental leave; employee assistance program, and tuition reimbursement.
• In addition, all employees are eligible to participate in mentorship programs, receive individualized development and career counseling, and participate in Mid Penn University courses and development programs.

What This Job Offers

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