Customer Support Center Team Lead

Old Second National Bank•Oakbrook Terrace, IL

3d•Hybrid

About The Position

This position is responsible for meeting sales, product, and service goals by handling incoming customer calls, emails, web chats, and/or web cases, and resolving issues relating to new or existing accounts in a high-volume call center environment. The Support Center Team Lead will not only have a proven record of exceeding goals but will also have additional responsibility for supporting Support Center Representatives by handling escalated calls, coaching/mentoring team members, and assisting the Support Center Manager with additional duties.

Requirements

High school diploma (or equivalent) and two years or more of proven sales and service success in a bank and/or call center environment; or equivalent combination of education and experience.
Must work onsite to perform responsibilities of this position.
As a condition of employment, employees are required to acknowledge and agree to, in writing, call monitoring and recording for customer quality and performance standards upon hire.
Excellent phone skills including customer service and sales
Professional oral, written and interpersonal skills
Ability to work well with others
Strong computer skills
Previous Customer Service experience

Nice To Haves

Some college a plus
Knowledge of the Jack Henry system a plus

Responsibilities

Consistently maintain top of the department results for sales, product, and service goals by actively engaging in the referral and product generating process including maintaining and exceeding an industry standard service level, consistently meeting individual sales referral goals and utilizing sales and customer service software.
Consistently lead department by example when handling customer calls, emails, web chats, and/or web cases efficiently and accurately regarding (but not limited to) balance and check inquiry, perform research when necessary, fund verifications, input customer account transfers, process check orders through Deluxe, work with various ATM transactional software, provide Online Banking support, and other misc. requests.
Contribute to deposit growth by opening accounts over the phone for existing customers.
Maintain advanced knowledge of Old Second products and services including both internal and legislated compliance and policy and procedures.
Maintain flexibility to resolve escalated Support Center issues including handling irate customers and complex operational or service issues.
Maintain availability to assist in the training of new Support Center Representatives.