Retail CSR Supervisor M-F 11am-8pm Sat/Sun/Holidays 9am-4pm

SUMMARY: The position of Retail CSR Supervisor is to assist the Customer Service Manager with the day to day department operations; train and coach new hires; process escalated calls; update and develop internal procedures; assist team members to ensure they take appropriate action for reports of fraud; conduct regular team meetings, motivate team members to reach goals and embrace new products and responsibilities.
To assist the Customer Service Manager with other duties as needed.
These responsibilities are in addition to those required of a Retail CSR I, Retail CSR II and Retail CSR III - responsible for providing back up and overflow support to the Business Support group related to small business/commercial customer inquiries.
Processing/maintaining one or more of the following products specific to the Customer Service Department: new deposit accounts opened via online/telephone; Mobile Remote Deposit troubleshooting; and Online Bill Pay troubleshooting.
Provide efficient and effective service to customers, prospective customers and branch personnel via inbound telephone calls, email requests, secure messages, chat or other avenues approved by the Bank.
The position provides first call resolution for all retail banking inquiries, commercial inquiries, Online Banking (Retail and basic Business), Bankcard, Mobile Deposit and Bill Pay products.
Service support also includes preparing stop payments, processing telephone transfer requests, and performing routine operational duties as directed.
In addition to service support for these customers, potential cross-sell opportunities should be identified and referred to the appropriate department.
Incoming calls are received from customers in multiple states.
This incumbent should be a customer service oriented, fast learner and able to work in a fast paced environment and handle extremely confidential information.
ESSENTIAL FUNCTIONS: Training and coaching new hires.
Update and develop internal procedures, policies and work processes as needed.
Assisting team members with complex issues.
Processing escalated calls/fee refund requests.
Reviewing secure/unsecure messages and report deficiencies to Customer Service Manager.
Follow up on Peer Review Call results to ensure Service Excellence (Quality Call) requirements are consistently met.
Coach Team Members on deficiencies and keep Customer Support Manager informed.
Remaining current on procedures to follow when fraud is identified/reported.
Executing the steps necessary to reduce the bank’s risk of loss by taking appropriate action which may include all or some of the following: blocking customer access to Mobile Deposit/External Transfers/Bill Pay including cancelling scheduled/recurring bill payments and notifying the Operational Risk Department.
Reinforce policy, procedure and regulatory requirements and changes to ready team members to ensure service excellence is provided consistently within the department.
Online new deposit account processing: Process new deposit account applications received online.
Ensures compliance with all related policies and procedures.
Effectively manages all incoming communication regarding the account opening process received via multiple channels from customers, branch personnel and/or department personnel.
Reconciles appropriate general ledger account daily.
Mobile Remote Deposit: Troubleshoots Mobile Remote Deposit transactions, issues and respond to customer inquiries regarding same.
Monitor for fraudulent check deposit activity when interacting with customers to reduce risk to the bank.
Online Bill Pay: Troubleshoot Bill Pay issues and respond to customer inquiries regarding same.
Ensures compliance with all related policies and procedures.
Answers all retail and some intermediate small business/commercial customer inquiries including, but not limited to: account inquires; general loan inquiries; stop payment requests; address/account type changes; loan payment reversals; fee or charge reversals.
Performs account transactions including, but not limited to: payments & transfers.
Assists customers with Telephone Banking inquiries including, but not limited to: password resets; basic system training; and basic troubleshooting.
Assists customers with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval, basic system training; Mobile Deposit enrollment/check deposit; Bill Pay enrollment/payment processing, e-Statement enrollment, external transfers, personal financial management tools and overall troubleshooting.
Assists customers with Debit Card inquires including, but not limited to: new/replacement/existing card activations/PIN sets/resets and travel maintenance, card reorders, card closures, temporary card limit increases and card status research/changes resulting from Fraud Alerts or lost/stolen cards.
Completes debit card transaction disputes.
Serves as a resource for operations, policy and procedure information to associates and customers by remaining current on all new and existing products.
Keeps abreast of bank-wide changes and be able to communicate the impact to customers.
Train on new products/services as implemented in order to be knowledgeable of same for overall customer and branch support Cross train on advanced products/services as needed for support of overall team needs and for potential advancement.
Recognize and evaluate cross-selling opportunities through customer profiles and account detail information.
Provide, present and promote Service Excellence to all external and internal customers.
Appraising performance by providing daily and weekly feedback as needed, as well as formal written performance and salary reviews on at least an annual basis; Rewarding and disciplining employees; addressing complaints and resolving problems to ensure a harmonious and productive work environment.
Conducting staff meetings on a regular schedule and as needed.
Approving and coordinating vacation requests.
Participates in special projects and testing of new products and services as assigned.
Maintains department Service Level Agreements including but not limited to call abandon rates; call answer time and staff availability rates as established and updated from time to time.
Completes training as assigned.
Completes annual compliance courses.
Adheres specifically to all corporate policies and procedures.
Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
Adheres to all levels of our Service Excellence standards.
Performs other duties as required.
GENERAL QUALIFICATIONS: Knowledge & Experience: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.
Individual abilities may result in some deviation from these guidelines.
High school diploma or general education degree (GED) with a minimum of 12 months experience as a Call Center Retail CSR II or III.
College degree a plus, but not required.
Retail CSR II or III performance review should reflect consistency in maintaining acceptable service levels including quality calls and availability rates, with no noted regulatory violations, security breaches or excessive unscheduled time off.
Advanced knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
Excellent organizational and time management skills.
Ability to work with minimal supervision.
Ability to prioritize work and responses to customers.
Advanced skills in computer terminal and personal computer operation; mainframe computer system, word processing, spreadsheets, web-based programs and specialty software programs.
Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions.
Application of Active Listening to effect problem solving for customer inquiries.
Additional preferred skills include customer service, product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi-tasking.
Preferred Skills: Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs procedures as needed.
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.
Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Escalates issues to management as appropriate.
Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.
Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Efficiency – Demonstrates accuracy and thoroughness; looks for ways to improve efficiency while balancing quality and service excellence; Applies feedback to improve performance; Monitors own work to ensure effective use of time.
Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration.
A valid driver’s license is required.
Must have the ability to stand, walk, sit and use hands and fingers.
Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.
The environment is a professional office with standard office equipment.
Cognitive Requirements: Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment.
Must be able to pay close attention to detail and be able to work as a member of a team.
Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.
Must have the ability to exercise discretion as well as appropriate judgments when necessary.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.