CUSTOMER SUPPORT TEAM LEAD Position Summary - all Generations Bank phone lines are directed through the Customer Support Department and the Customer Support Team Lead is the first point of contact for Generations Bank customers. As such, the Customer Support Team Lead should answer incoming phone calls promptly, greet the customer professionally, and ask questions to gain insight into how the customer can be helped before transferring the customer to branch staff. The Customer Support Team Lead should be knowledgeable and comfortable in the use of Generations Bank products and services enough to provide customer support. The Customer Support Team Lead will be provided with information for any special campaigns that are being offered and should be able to accurately provide information to customers regarding these campaigns. Customer Support Team Lead should be able to provide information to customers via telephone or email requests while promoting a professional bank image and should be able to resolve problems within given authority.
What Makes Generations Bank Different? We prioritize a diverse and talented group of people who are encouraged to bring their full self to work. We are committed to a common goal, serving our community. Our four core values are more than words, they're at the heart of everything we do. We believe a team with a strong culture and unified purpose is better in the long run.
Core Values:
- Accountability: We believe our work commitments should be done fully, and lending a hand to fellow team members isn't optional.
- Relationships: We believe when we treat our team and customers with humility, dignity, and pride we reach our highest potential.
- Communication: We believe in proactively sharing ideas and information.
- Stewardship: We believe each team member should care for our assets and opportunities as if they were their own.
If you share a common vision in our culture and core values, we encourage you to apply.
What Does a Customer Support Team Lead Do? - Protects customer information and maintains bank confidentiality while at work and away from bank premises.
- Answers customer phone calls or emails promptly and professionally.
- Engage in conversation with customers to obtain information concerning any issues customer may have and be able to provide suggestions for resolution of problems within given departmental authority.
- Is well-versed with Bank products and services enough that assistance can confidently and accurately be provided to Customer Support Staff or customers when issues arise.
- Provides information accurately for any special marketing or account campaigns when information of these campaigns has been provided.
- Forwards any information needed to branch staff to accurately complete customer service requests.
- Maintains Customer Support Department database by entering customer and call information and maintains a variety of central files and journals.
- Performs various operational background duties.
- Completes assigned BAI training courses yearly before deadlines and may be required to attend various training presentations pertaining to but not limited to product knowledge or customer service.
- Composes, prepares and issues correspondence such as email responses and letters to customers.
- Performs a wide variety of routine clerical duties; prepares tickets for processing; completes routine reports, forms and lists; and prepares correspondence.
- Maintains a proficient knowledge of all applicable banking laws, rules and regulations.
- Assists in special projects and tasks for the department as directed.
- Assumes responsibility for various department functions in the absence of staff members or in overload situations.
- Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; and accepts responsibility for own actions.
- Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; and builds a diverse workforce and supports affirmative action.
- Assures compliance with all Bank policies, procedures and processes, and all applicable state and federal banking laws, rules and regulations; and adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
- Completes administrative tasks correctly and on time; supports the Bank's goals and values; and benefits the Bank through outside activities.
- Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct.
Other Information This is a full-time, non-exempt (hourly) position. The work schedule is regular business hours, M-F, with occasional Saturdays. This position is based on site at our corporate offices in Rogers (not as a remote position). What Are The Requirements? These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
BASIC QUALIFICATIONS -
you must have these to be considered for this role: - High school diploma or equivalent (GED).
- 2 or more years of experience in banking.
- 1 or more years of management experience.
- Ability to perform the essential physical and mental demands listed In the attached "Full Job Description."
PREFERRED QUALIFICATIONS -
if you have these you will stand out: - Call center experience
- Fluent bilingual language skills (English and Spanish).
- Strong organizational skills - ability to multitask.
- Customer focus.
- Teamwork orientation and an interest/capacity in cultivating strong working relationships"
- The ability to provide leadership, supervision, and training for employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.
- Skill to articulate thoughts clearly and listen actively.
- Knack for retaining knowledge.
- Keen attention to detail.
- Adaptable, "go with the flow" attitude.
- Friendly, positive attitude.
- Calmness under pressure.
- Intermediate level of ability using technology including, but not limited to, the following: telephone, smart phone, copy machine, adding machine (calculator), scanner and image systems, scanning equipment, computer terminal, laptop, personal computer, tablet, printers.
Why should I apply? - Competitive Wages
- Comprehensive medical, dental and vision benefits
- Paid time-off program
- Company-paid holidays (10 annually)
- 401(k) with Company Match
- Company-paid Basic Life Insurance
- Company-paid Short-Term Disability
- Employee Assistance Program
- Paid Maternity and Paternity Leave
- Training and Advancement opportunities
- Company-sponsored volunteer opportunities
Applicants who are offered this role are required to submit to a background check including a criminal record check, employment, education verification, and drug screening.