Customer Service Center Supervisor - Bilingual Preferred

First Federal Savings Bank•Twin Falls, ID

1d•Onsite

About The Position

First Federal Bank is seeking a Customer Service Center Supervisor to join their team. This role involves providing excellent customer service, processing various customer requests, utilizing multiple computer programs, and collaborating with internal departments. The supervisor will also be responsible for training department staff, overseeing daily operations, and ensuring compliance with bank policies and regulations. The ideal candidate will embody the bank's core values of being driven, dedicated, and engaged.

Requirements

A high school diploma or equivalent.
One year of general banking experience.
One year of experience mentoring, training, and/or supervising staff.
Intermediate knowledge of Microsoft Word, Excel, Outlook, and Power Point.

Nice To Haves

Bilingual Preferred
Two years of general banking experience to include a thorough knowledge of banking products and services.
Two years of supervisory experience.
One year of experience in a customer service/call center environment.

Responsibilities

Demonstrate the Bank’s core values: driven, dedicated, and engaged.
Provides excellent customer service and participates in creating a positive work environment.
Processes a variety of requests including but not limited to payments, transfers, inquiries, travel notes, disputes, research, check orders, limit increases, and debit card orders.
Uses multiple computer programs and works with other internal departments to conduct research and resolve customer and employee issues.
Assists with a variety of requests for research and troubleshooting within Online Banking and Bill Pay.
Investigates and resolves customer issues and effectively communicates to the appropriate parties.
Transfers phone calls and information received to appropriate personnel.
Completes additional tasks such as but not limited to reviewing and dispositioning online account applications, retrieving and responding to secure messages, verifications of deposit, and SSI/Accuity verification requests.
Provides information on an array of services for customers based on their requests and professionally manage situations that require special handling.
Works closely and develops productive working relationships with all departments.
Continually develops and maintains a working knowledge of bank products, services, internal policies, and procedures to effectively help all customers via telephone or email.
Maintains an organized and efficient work area and ensures staff does the same.
Updates and maintains the banks internal employee phone list.
Creates and reviews call reports.
Trains department staff on all bank products and services.
Trains staff in regard to compliance with all bank policies and procedures, as well as department processes.
Handles or assists staff with unusual requests and answering difficult customer inquiries.
Supervises CSC specialists and assigns appropriate workloads within the department.
Observes and call shadows staff to ensure the desired levels of customer service are being met in accordance with bank expectations and objectives.
Builds customer relationships, utilizes the Connections software for recommendation/referrals, and trains staff to do the same.
Ensures phone recordings are updated and tests phone system as needed when changes are made.
Presents department information during New Employee Orientation.
Attends required trainings, meetings, conference calls and provides information received to branch staff as appropriate.
Backs up department security duties.
Provides oversight of staff on a day-to-day basis, to include scheduling, mentoring, and coaching.
Provides input or assistance with department staff meetings.
Completes action plans with staff, holds one-on-one meetings, and provides ongoing coaching.
Provides feedback for performance evaluations.
Aids in creating department efficiencies.
Assumes all duties and responsibilities of the Customer Service Manager when he/she is out of the department.
Follows all bank policies and procedures and complies with bank audit requirements.
Complies with all employment laws and regulations as they pertain to staff.
Performs all job duties and maintains compliance with all banking acts, laws, and regulations, and ensures staff has the training and resources to perform duties to maintain compliance with such acts, laws, and regulations.
Complete performance evaluations for staff and provides ongoing coaching and feedback on performance.
Coordinate any facilities needs with the Facilities Manager and/or the Director of Branch Operations.
Order supplies for the department as necessary.
Attend community events to promote the bank.
Carry out supervisory responsibilities is accordance with Bank policies and applicable laws. Responsibilities include interviewing, selection of staff and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.