1st Source Bank · 14 hours ago
Team Lead, Customer Service Center, South Bend, IN
South Bend, IN
Full-time
Hybrid
Entry, Mid Level
2+ years exp1st Source Bank is seeking a Team Lead for their Customer Service Center. The role involves overseeing a team of representatives, ensuring quality service to clients, and managing customer inquiries and problem resolution.
BankingFinanceFinancial Services
Responsibilities
Responsible for the leadership and supervision of assigned CSC representatives, including approving timecards and writing performance appraisals
Completes quality assurance program for CSC representatives in order to improve and sustain customer satisfaction
Communicates regularly with leadership team and employees to ensure team engagement and maintain Service Level goal
Responds to both external and internal customer inquiries ensuring that all needs are met and handled appropriately during their initial contact
Works with management team to best serve existing and potential customers via telephone inquiries
Ability to listen actively, probe for additional details, and ask targeted questions to gather information in a timely manner
Provides coaching of staff to provide consistent delivery of products and services with the objective of enhancing customer loyalty and expanding customer relationships
Uses product, procedure and policy knowledge to make effective recommendations to customers to resolve initial and additional needs
Provides efficient and responsive customer service to customers by maintaining an acceptable level of productivity as measured through established metrics, which includes (but are not limited to) schedule adherence, availability, and attendance
Ability to troubleshoot technical issues on a variety of devices such as computers, laptops, phones, and tablets relating to a diverse range of electronic products and services
Effectively works individually and in a team environment
Develops customer rapport and discovers customer needs
Handle escalated calls and exceptions
Completes compliance training as required
Understands all laws and regulations that apply to the position and complies with the requirements
Uses various computer systems for information gathering and/or troubleshooting as needed
Performs all other duties as assigned
Qualification
Required
Responsible for the leadership and supervision of assigned CSC representatives, including approving timecards and writing performance appraisals
Completes quality assurance program for CSC representatives in order to improve and sustain customer satisfaction
Communicates regularly with leadership team and employees to ensure team engagement and maintain Service Level goal
Responds to both external and internal customer inquiries ensuring that all needs are met and handled appropriately during their initial contact
Works with management team to best serve existing and potential customers via telephone inquiries
Ability to listen actively, probe for additional details, and ask targeted questions to gather information in a timely manner
Provides coaching of staff to provide consistent delivery of products and services with the objective of enhancing customer loyalty and expanding customer relationships
Uses product, procedure and policy knowledge to make effective recommendations to customers to resolve initial and additional needs
Provides efficient and responsive customer service to customers by maintaining an acceptable level of productivity as measured through established metrics, which includes (but are not limited to) schedule adherence, availability, and attendance
Ability to troubleshoot technical issues on a variety of devices such as computers, laptops, phones, and tablets relating to a diverse range of electronic products and services
Effectively works individually and in a team environment
Develops customer rapport and discovers customer needs
Handle escalated calls and exceptions
Completes compliance training as required
Understands all laws and regulations that apply to the position and complies with the requirements
High School Diploma/GED required
Preferred
Two (2) or more years of customer service center experience in a financial institution preferred
Coaching and training experience preferred
Bilingual speaking (English/Spanish) preferred
Uses various computer systems for information gathering and/or troubleshooting as needed
Performs all other duties as assigned
Excellent communication skills, within an environment of heavy phone-based interaction
Strong problem-solving skills
Strong organizational and time management skills to perform multiple tasks within a limited time frame
Ability to treat people with respect under all circumstances, instills trust in others, and upholds the values of the organization
Computer skills (Word and Excel); ability to navigate through various software and systems
Minimal or occasional travel for meetings, projects or training as needed
Company
1st Source Bank
1st Source has offered clients a convenient and friendly way to bank for over 150 years.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Andrea Short
President
Recent News
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