Customer Call Center Lead

Job Description

Job Description

Primary Purpose of Job

Provides outstanding customer service in the Customer Banking Center (CBC) by addressing questions and/or issues from customers and teammates and resolves more complex client issues and partners with CBC Managers in preparing for and leading team huddles and various team/department activities. Strives to deepen the customer relationship by identifying appropriate products & services and refers customers to other Bank representatives, as appropriate.

Major Job Accountabilities

• Intakes customer inquiries within the Customer Banking Center, addressing customer inquiries in a professional and courteous manner. Researches situations, as necessary, to resolve concerns. May be called upon to handle escalated interactions, as situation warrants.
• Ensures that all information pertaining to customer interactions is appropriately documented in Customer Banking Center systems in order to analyze patterns and trends in the customer experience.
• Identifies opportunities to deepen the customer relationship by recommending bank products and/or services to meet the customer needs. Refers customers to other bank representatives, as appropriate.
• Supports the onboarding and training of new CBC Representatives, assisting with questions/issues that arise, and providing guidance on how to handle various customer issues.
• Provides oversight/approvals for client fee/service charges and reversals/waivers provided by CBC representatives. Monitors, advises, and resolves operational exceptions such as customer verification, fraud, various limit increases, etc.
• Performs work at the assigned work location.

Experience Required

• Minimum three (3) years of experience in Customer Service for a retail or financial institution (call center or other customer-facing role).

Required Skills or Training

• Demonstrated customer service skills that include proven ability to handle difficult customer interactions.
• Demonstrated time management skills, and completing tasks in a proactive manner with a sense of urgency. 
• Excellent verbal and written communication skills.
• Proficient in the use of Microsoft Office (Word, Outlook).
• Possesses basic mathematical skills and is proficient in the use of calculators.

 

EOE, including disability/veterans

At American Savings Bank, we welcome and support all individuals and celebrate the diversity of our team members, customers and community. We are committed to ensuring that our online application process is accessible and provides an equal employment opportunity to all job seekers. If you need assistance searching for a job or submitting an application, please contact us by calling View phone number on us.fitly.work and a member of our Recruitment team will follow up with you. Mahalo for your interest in American Savings Bank!