Supervisor, Customer Service

CoBank•Greenwood Village, CO

12d•Hybrid

About The Position

Provides general supervision to unit including administrative oversight, associate coaching, feedback and functional participation. Serves as expert in the systems used for supporting unit functions. Drives process improvement, leveraging best practice methodologies, to enhance customer service productivity, prepares analyses of enhancements to existing systems, and recommends work allocations to contribute to efficiency and effectiveness. Serves as customer service knowledge expert in processes and systems used for supporting customer service functions.

Requirements

High school diploma or GED required
5 years relevant experience, preferably in banking or financial services industry required
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

Sedentary Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Occasional Travel occurs infrequently (typically, once a month or less).

Responsibilities

Supervises group activities, including establishing priorities and managing workflow to meet internal and external deadlines.
Serves as subject matter expert on all aspects of the department.
Provides tactical guidance and functional participation as needed, and ensures that all compliance activities are consistent with legal and regulatory requirements, as well as CoBank polies and procedures.
Oversees the functioning of all relevant systems supporting unit functions to ensure efficient handling and accurate processing of customer requests.
Serves as point of escalation to resolve the most complex interrogation issues.
Performs all unit functions in a back-up capacity.
Represents unit in project settings.
Performs and delivers transaction and call feedback on items identified through the Quality process.
Assesses, develops and redevelops unit processes to improve quality and efficiency.
Ensures unit complies with all relevant policies and procedures.
Maintains and enhances relevant Business Continuity Plan(s).
Serves as the approver for certain transactions outside the authority of department staff.
Develops and delivers functional training.
Performs customer service functions in a back-up capacity.
Serves as “Mission Critical Personnel” for business continuity and reduced staffing scenarios.
As a people manager at CoBank, you will be expected to manage and lead associates. Responsibilities include, but are not limited to, associate performance management, talent strategy, workforce planning, change management, conflict resolution, and relationship management.
You will drive and be accountable for the team’s development, alignment with the division’s objectives, as well as with CoBank’s strategy and mission.

Benefits

15 days of vacation
10 paid sick days
11 paid holidays
Medical coverage
Dental coverage
Vision coverage
Disability insurance
AD&D insurance
Life Insurance
Robust associate training and development with CoBank University
Tuition reimbursement for higher education
Outstanding 401k: up to 6% matching and additional 3% non-elective contribution
Student Loan Match
Community Impact: United Way Angel Day, Volunteer Day and Associate Directed Contribution
Associate Resource Groups: creating a culture of respect and inclusion
Recognize a fellow associate through our GEM awards