E-Banking Call Center Supervisor -Atlanta, GA
Full Time
Lithonia, GA 30058
Posted
Job description
We’re Hiring!
E-Banking/Call Center Supervisor – Atlanta, GA
Celebrating over 100 years in the community, Citizens Trust Bank remains committed to providing personalized service and financial solutions to meet the growing needs of our customers.
We are committed to our institution’s values of Integrity , Collaboration, Innovation, Service Excellence, Respect, Accountability, and Leadership, all of which are needed to continue our mission of empowering generations for financial success.
By joining our team, you can expect opportunities to enhance personal accomplishments and professional growth.
Interested in this position and meet the qualifications and requirements? Apply at
www.ctbconnect.com
. Questions? Contact us at 404-575-8262.
Position Summary:
- Performs direct supervisory duties for the electronic banking and call center associates
- Assists staff in achieving goals and conduct meetings (both individual and group) to support the goals
- Coordinates staff schedules to ensure adequate coverage
- Supervises the day-to-day customer service activities and act as the point of contact to answer questions from associates
- Leads daily huddles to help associates achieve a high level of performance and generate ideas that will lead to improved customer experience
- Recruits, interviews and provides feedback on selecting qualified candidates
- Administer performance management by identifying improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action
- Performs quality checks, develop and reviews performance reports, identifies areas to improve, and implements measures to improve performance
- Consistently coaches associates to effectively handle customer issues and identify referral opportunities
- T rains associates in identifying sales opportunities for retail and electronic products and services
- Supervises associates and functions related to retail and business online banking, mobile banking, bill pay and remote deposit capture, etc.
- Supervises debit card maintenance related functions including processing of lost or stolen cards, travel alerts, debit card increases, denials, and card re-issues
- Supervises the Error Resolution processes for Debit Cards and ACH transaction.
- Oversees and interacts directly with customers by telephone or other electronic mediums in order to deliver an outstanding customer experience
- Analyzes all complaints, comments, and requests
- Makes independent decisions on resolutions for general customer service issues
- Resolves more difficult customer complaints in a positive manner to retain the customer relationship and escalates such as needed
- Maintains a strong understanding of customer-facing technology with the ability to discuss with and enroll customers in self-service products/processes including, but not limited to, internet, telephone, smart phone/tablet applications, debit card, ATM, ACH, Remote Deposit Capture (RDC) and P2P
- Recommends, implements and supports electronic banking products i.e. (online & mobile banking, online cash management, remote deposit capture, bill pay, etc.)
- Applies knowledge of regulatory policies, procedures, and rules in making decisions and solving customer problems in a timely manner and provides direction to support staff on such matters
- Adheres to AML/BSA requirements, audit procedures, dual control, security, business continuity, and all other regulated banking requirements
- Maintains, updates, and implements policies and procedures to ensure compliance standards and objectives are met
- Analyzes, develops, and updates customer service processes, departmental policies and procedures to enhance the performance of the client service team
- Provides support for client’s requests regarding account information, transactions, and/or problem resolution with a strict adherence to the Bank's policies and procedures for identification and security
- Maintains knowledge of all bank products, services and associated platforms and technology
- Supports branch sales and training initiatives by conducting staff training and customer training as needed on electronic banking products and services
- Develops strategies regarding online and mobile banking products, assisting with the testing and implementation of new digital banking products and services
- Tracks trends and impacts of customer needs and expectations, and identifies products and services to support those needs
- Works with diverse groups when testing and implementing new products and services to ensure successful project implementation
- Assists management with the development of realistic plans that align with the bank’s goals
- Works with management team to develop techniques to reach quarterly goals and enhance performance
- Manages the online and mobile banking vendor relationship
- Produces daily and monthly reports, and participate in projects as needed
- Adheres to established work schedule
- Arrives on time to work and follow break policies
- Provides customer service via incoming telephone and email
- Maintains department files and keeps an organized work area
- Attends and assists with training sessions to increase knowledge about the bank and the financial services industry
- Ensures that all ID guidelines are met and protecting customer privacy and reducing exposure to losses
- Resolves procedural questions referred by financial center associates
- Serves as a resource to bank personnel when dealing with difficult situations and transactions
- Maintains confidentiality
Other Duties and Responsibilities:
- High school diploma or equivalent work experience
- 12+ months related work experience in sales, retail or financial services
- Six months in a supervisory position
- Previous experience in goal driven environment
- Ability to market and sell all products and services
- Ability to supervise, train, coach and motivate others to obtain sales goals
- Basic typing computer skills, and cash handling required
- Ability to write reports, proposals, articles, business correspondence, letters, memos, recommendations, procedure and policy manuals
- Ability to effectively speak, communicate, present information, establish business relationships, and respond to questions, complaints, sensitive and confidential inquiries from (groups or individual) managers, associates, officers, venders, service providers, applicants, clients, customers, regulatory agencies and the public
- Ability to interact with various levels of employees and management
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages
- Ability to apply concepts of basic algebra and geometry, fractions, percentages, ratios, and proportions to practical situations
- Ability to apply common sense understanding to carry out and interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Ability to calmly diffuse and manage challenging situations
- Ability to solve practical problems and deal with a variety of variables
- Ability to select appropriate methods and techniques for resolving problems
- Ability to define problems collects data, establish facts, and draw valid conclusions
- Ability to interpret an extensive variety of instructions furnished in written, oral, mathematical, and diagram
- Ability to apply principles of logical thinking to a wide range of intellectual and practical problems
- Ability to exercise independent judgment, discretion, and make sound profitable decisions
- Ability to be responsive and persuasive at all levels of the organization
- Problem solving, teambuilding, planning, persuasive, and negotiation skills; effective oral and written communication, presentations, and facilitation skills; superior customer service, listening, probing, and follow-up skills
- Resourceful, detail oriented, reliable, and flexible; strategic thinker, service oriented and good leadership qualities
- Ability to work under pressure; ability to multitask; ability to comprehend and follow directions; Must be flexible; must be detailed; must be able to work in a team environment
- Ability to lift up to 10 pounds of force
- Ability to travel, walk, sit, stoop, kneel, reach, and stand for various lengths of time and meet other physical demands required to perform the job
- Ability to demonstrate mental abilities such as alertness, acute senses, speaking ability, dexterity, creativity, initiative, judgment, writing and reading ability
- Ability to operate and use a computer, printer, telephone, fax machine, ten-key, photocopier, scanner, other office equipment and tools needed and used to perform this job
- Fast pace banking and business office environment and normal working conditions with standard office temperature and moderate noise which includes computers, printers, copier, fax, telephone, scanner, shredder, and median traffic
- Performs all other duties that may be assigned by management
Citizens Trust Bank is committed to investing in our associates, cultivating a rewarding, results-driven, innovative and professional team. We
offer competitive compensation and a comprehensive benefits package for our full-time associates. Our benefits package includes the following:
- Medical, Dental, Vision, and Prescription
- 401(k) Retirement Plan
- Life Insurance
- Accidental Death & Dismemberment
- Short&/Long Term Disability
- Flexible Spending Plan
- Paid Time Off, Vacation, and Holiday Pay
- Tuition Reimbursement
- Employer Assisted Housing Program
EEO/AA
- Wholesale Membership Program
- Wellness Program
- Employee Assistant Referral Services (EAP)
- Legal Shield Program
- Group Cancer & Accident Insurance Programs
- Worker’s Compensation Program
- Free Banking Services
- Awards and Recognition Programs
- Training & Development Programs and much more
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