Financial Customer Service Supervisor - Transfer Agents

Overview We are seeking a dedicated and experienced Customer Service Inbound Call Center Supervisor to lead our team of customer service representatives in the Transfer Agency department. Hours: 8 hour shifts varying between 8AM EST - 6PM EST Monday through Friday Base Salary Range - $55k - $65k annual depending upon experience Benefits: For more information on benefits and what we offer please visit us at Responsibilities Team Leadership: Supervise, mentor, and motivate a team of Transfer Agents customer service representatives, providing guidance and support to enhance their performance and development Operational Oversight: Monitor inbound call operations, ensuring compliance with departmental policies and procedures, and maintaining high standards of customer service Performance Management: Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve team capabilities and service delivery Quality Assurance: Develop and implement quality assurance processes to assess call quality, ensuring that representatives adhere to best practices and provide accurate information to clients Customer Experience: Act as an escalation point for complex customer inquiries, resolving issues promptly and ensuring client satisfaction Reporting and Analysis: Generate reports on team performance metrics, customer feedback, and operational efficiency, utilizing data to identify areas for improvement Collaboration: Work closely with cross-functional teams, including training, compliance, and product management, to enhance service offerings and address client needs Continuous Improvement: Identify and recommend process improvements to enhance operational efficiency and client satisfaction within the Transfer Agent department Qualifications Minimum of 3 years of experience in a financial institution’s customer service department, with at least 1 year in a supervisory role – preferably as part of the Transfer Agent department Strong understanding of banking operations , particularly in transfer-related services Excellent communication and interpersonal skills, with the ability to foster a positive team environment Proficient in call center technologies and software; experience with CRM systems is a plus. Strong analytical and problem-solving skills , with a focus on data-driven decision-making Ability to work independently and manage multiple priorities in a fast-paced environment #J-18808-Ljbffr EXL