Customer Care Team Lead

HomeTrust Bank•Charlotte, NC

11h

About The Position

The Customer Care Team Lead serves as a primary contact for customer service and business customer service calls, handling incoming and outgoing calls and returning voicemails. The role supports customers with routine to complex questions and issues involving consumer online banking, loans, debit cards, online account opening, general accounts, and HomeTrust business banking services. It also provides troubleshooting and guidance for business customers using day-to-day data-file capture and uploads. The Team Lead acts as a subject matter expert for Customer Care employees, coaching and developing staff through timely feedback based on customer interactions. The role assists the Customer Care Manager with employee performance management, complaints, goal-setting, and development opportunities, and serves as a decision maker when the Customer Care Manager is out of the office. The position requires protecting sensitive information and complying with corporate policies, banking regulations, and required compliance training.

Requirements

High school diploma or equivalent.
Experience with troubleshooting techniques and guiding customers to solutions.
At least 1 year of coaching and/or supervisory experience.
Proficiency in Microsoft Office products.

Nice To Haves

Associate degree or higher.
At least 2 years of call center experience.
Knowledge of HomeTrust call center software and ability to assist customers by phone.
Familiarity with HomeTrust business banking services and solutions.

Responsibilities

Provide customer support for routine to complex issues involving consumer online banking, loan questions, debit card issues, online account opening, and general account questions.
Take incoming calls, make outbound calls, and return voicemails.
Resolve customer issues involving bank products and services.
Document customer inquiries and responses in customer accounts.
Identify potential leads and forward them to the Sales team.
Collaborate with other Customer Care employees to improve customer service.
Inform customers about bank products and services and recommend offerings based on their needs.
Serve as a subject matter expert for the Customer Care department and its employees.
Troubleshoot and guide business customers through day-to-day capture and upload of data files to HomeTrust Bank.
Coach and develop Customer Care employees, providing timely feedback based on customer interactions.
Assist the Customer Care Manager with managing and appraising employee performance and addressing employee complaints.
Assist with employee coaching, ongoing performance feedback, setting realistic and measurable goals, and providing professional development opportunities.
Assist the Branch Manager with managing and appraising employee performance and addressing employee complaints.
Act as decision maker when the Customer Care Manager is out of the office.
Maintain confidentiality and security of sensitive information.
Follow corporate policies and procedures and applicable federal and state regulations and laws.
Follow requirements related to BSA, AML, CIP, OFAC, lending, consumer compliance, and fair lending.
Complete mandatory annual compliance training.
Perform other duties and special projects as assigned.