Customer Care Lead

BANK OF LUXEMBURG•Casco, WI

1d•Onsite

About The Position

The Customer Care Lead is a key resource within the Customer Care Center, providing daily guidance, training, and operational support to Customer Care Representatives. While this position does not include direct supervisory responsibilities, it is a leadership role grounded in expertise, coaching, and service excellence. This role involves supporting escalated customer situations, assisting with complex inquiries, and ensuring consistent, accurate, and friendly service across all channels. The lead will respond to customer calls, emails, and online inquiries with professionalism and care, helping customers navigate deposit and loan questions, online and mobile banking tools, and account maintenance needs. Additionally, the position supports cash management and digital banking functions in a backup capacity, contributing to seamless service across departments.

Requirements

At least three years of banking and sales experience, or equivalent education and experience
Strong customer service skills with excellent communication and phone etiquette
Proven problem‑solving abilities and sound judgment
High attention to detail with strong follow‑up and time‑management skills
Proficiency in Microsoft Office and willingness to learn new systems

Responsibilities

Provide daily guidance and problem‑solving support to Customer Care Representatives
Handle escalated or complex customer service situations with professionalism and empathy
Troubleshoot online and mobile banking issues and approve limit changes within policy
Perform deposit and loan maintenance, transfers, payoffs, and account updates
Monitor call center metrics, code calls accurately, and support reporting needs