Customer Care Supervisor

The Customer Care Supervisor is responsible for ensuring a consistent, positive, and valuable experience for customers and team members. The Supervisor acts as a senior member of the team to help support representatives’ questions around customer service, products, and procedures. The Customer Care Supervisor will partner with the Customer Care Representatives to serve as a first point of problem resolution for escalated customer issues. Working closely with the Customer Care Manager the Supervisor will ensure that team members understand current processes/procedures and make recommendations for change as necessary.

Key Responsibilities

• Maintains working knowledge of all systems/functionality utilized by Customer Care team (Gila, Freshdesk, Calabrio as examples).
• Maintains appropriate knowledge level for senior staff member on all bank customer related systems to support customer calls (online banking, mobile banking as examples).
• Provides support and clarity to customer care center representatives on documented policies and procedures.
• Maintains a high degree of familiarity with products offered by Queensborough and how to direct customers to appropriate resources as necessary.
• Provides first level of escalation resolution to customer issues by assisting team in providing guidance for researching requests, offering solutions, and providing follow up or escalation as needed.
• Keeps abreast of all branch processes and procedures.
• Prepares the schedule and assist Customer Care Manager with ensuring the center is adequately staffed daily and workflow is managed throughout the day.
• Assist Customer Care Manager in creating call center procedures.
• Works with the Customer Care Manager on updating the Customer Care Center training plan quarterly and assist manager with required training.
• Assists in providing content for monthly team meetings hosted by Customer Care Manager.
• Works with Customer Care Manager to review customer impact data monthly to support KPI initiatives and efficient solutions.
• Participates with Director of Business Process Optimization and Customer Care Manager to set annual KPI and strategic team goals.
• Does weekly one to one or remote live listen to follow up and give feedback per Manager’s Action plan.
• Assists with developmental goals for each representative and team.
• Follows up on goals with partnered incentives from the Manager
• Provides real time feedback for Customer Care Representatives while on calls for escalation assistance and quality improvement.
• Alternates attendance with Customer Care Manager to participate in Head Teller, CSR and Manager Quarterly Meetings.
• Meets individual productivity and performance goals while providing excellent customer service.
• Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community
• Supports an environment focused on customer service and continuous improvement.

Key Qualifications:

• Bachelor’s Degree preferred.
• 3-5 years of retail banking experience preferred
• Knowledge/experience of all branch roles and functions
• Excellent computer skills with proficiency in Windows, Word, PowerPoint, Excel and Adobe.

Soft Skills:

• Excellent interpersonal, verbal, and written communication skills.
• Ability to multi-task, work well individually and in a team environment.
• High level of energy, passion, adaptability, versatility and commitment to excellence
• Team player with the ability and willingness to work collaboratively with internal business partners.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.