Customer Support Team Lead

Customer Support Team Lead

At Nicolet National Bank, our culture is based on the principles of community banking, putting the needs of our customers at the forefront of our decision-making. Our Core Values drive everything we do, and we are committed to serving our customers with excellence. We believe that every job in our organization is critical to our success, and we are dedicated to creating a work environment where our employees feel valued, respected, and supported. With locations in Wisconsin, Michigan, Minnesota, and Florida we are proud to service our local communities and make a positive impact on the lives of our customers. At Nicolet National Bank, we believe that our people are our most valuable asset, and we are committed to investing in their growth and development.

The Customer Support Team Lead is responsible for contributing to the growth, profitability, and productivity of the bank by effectively providing service on a wide range of banking services via telephone and/or internet. Assists in development of customer relationships, including account service and sales. In addition to supporting customers, this individual is responsible for assisting with the training, coaching, and supervising of the customer support associates.

As a Customer Support Team Lead, you will:

• Answer incoming calls via the Call Center. Provide guidance directly to customer or determines most appropriate bank contact which to forward the inquiry.
• Provide excellent service to customers and co-workers by phone including actively promoting and selling additional bank products and services.
• Coordinate workload and train Customer Support Associate team. Oversee day-to-day call answering adherence, monitors call activity, and ensures acceptable call response times.
• Coach and mentor Customer Support Associate staff in their roles. Regularly meets with staff to provide guidance and training.
• Assist with training and communication efforts with appropriate Nicolet Bank staff. Manage and update training materials for staff.
• Assist customers with online and mobile banking, debit and credit cards, account inquiries and transfers and various other financial service aspects.
• Assist internal customers with various network and software password resets and functionality.
• Maintain positive attitude while promoting products, services, and functions in fast-paced, multi-faceted environment.
• Actively engage in self-development through participation in meetings, committees, computer-based training, reading periodicals, maintaining product knowledge, etc.
• Maintain and order department supplies and equipment.
• Uphold Nicolet's philosophy and policies by maintaining appropriate controls to ensure full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of services provided by Nicolet.
• Understand and communicate the value of diversity within the workplace and to work successfully with others without regard to age, gender, race, sexual orientation, ethnicity, culture, religion, disability status, socioeconomic status or other non-job-related classification, including a commitment to Nicolet's policies on equal employment opportunities and non-discrimination with a willingness to pursue efforts of inclusion and respect toward different perspectives.
• Performs all other duties as assigned.

Qualifications:

• High School diploma or equivalent.
• Understanding of banking and related products and services typically acquired through 1-3 years of experience in a bank customer service role, 1-3 years supervisory skills preferred.
• PC, phone system, general office equipment.
• Ability to maintain strict confidentiality.
• Ability to recognize sales opportunities and effectively offer solutions to customers.
• Must work both independently and be a team player.
• Ability to sit for prolonged periods on the phone and concentrate visually on a PC.
• Position requires judgment, tact and on-the-spot decision making.
• Ability to lead, coach, and train.

Benefits:

• Medical, Dental, Vision, & Life Insurance
• 401(k) with a company match
• PTO & 11 1/2 Paid Holidays

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required for the position. Equal Opportunity Employer/Veterans/Disabled