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Information Center Supervisor

Company: Middlesex Savings Bank
Location: Westborough
Posted on: January 16, 2022

Job Description:

Reporting to the Information Center Assistant Manager, the Information Center Supervisor assists in ensuring that the department functions in an effective and efficient fashion. Oversees the development of assigned Customer Service Representatives, supports Information Center sales goals and assists staff in meeting related goals. Promotes good customer relations through the transacting of a wide array of banking transactions. Performs functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers, co-workers and staff.

  • Identify, support and resolve the service needs of both internal and external customers in a fast-paced environment that requires accuracy, multi-tasking and effective listening and communication skills.
  • Leads by example acting as an active part of the team. Performs limited functions of a manager in their absence. Follows through on tasks and assignments, manages time and priorities effectively and demonstrates flexibility. Expresses ideas well and clearly; uses professional written, verbal and electronic communications.
  • Assists the trainers with their new trainee according to our department trainee program.
  • Completes on a rotating basis the department monthly reports.
  • Updates the department procedures on an ongoing basis with supervisor team to ensure the procedures are current with any changes that may occur.
  • Builds a positive rapport with a diversity of personality types, maintaining a professional attitude and a positive manner.
  • Navigate multiple computer applications while interacting with customers.
  • Understand which products/services will work best to successfully meet customer needs.
  • Interact with customers via the phone, chat sessions from the public website or within online banking.
  • Respond to customer voice mail and email messages.
  • Process account transactions, research requests and account maintenance requests.
  • Demonstrate an understanding of the multiple ways customers bank using online and mobile technology and branch offices. Explain the services and various channels.
  • Identifies and assists with the migration of customer transactions to alternative delivery channels.
  • Identify and report fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and steps to take to protect customers and the bank.
  • Provide online banking assistance with password resets, secure access codes, bill pay and stop payment requests.
  • Provide assistance with debit card travel alerts, daily limit increases, card activation/deactivation, suspected fraudulent transactions and new card orders.
  • Assist with loan applications. Address basic and complex loan inquiries.
  • Meets expectations for all call center related statistics, including but not limited to measurement of recommendations, team call audits, team call monitors.
  • Complete all training requirements on time.
  • Identify process improvement ideas with the supervisory team.
  • Protects customer information by following department security guidelines and procedures.
  • Complies with all applicable regulatory and department practices and procedures.
  • Represents the Bank through active participation in community and industry organizations and events and promotes the business interest of the Bank. Refers sales opportunities to other departments or Bank affiliates in support of established objectives.
  • Provides motivation to assigned staff by educating, coaching and training new hires to recognize and fulfill Information Center related sales and service expectations.
  • Provides ongoing communication, coaching, and feedback to staff regarding performance and goals.
  • Coaches and supervises assigned CSRs in all aspects of service to meet/exceed service, quality and sales goals, maximizing service opportunities for first call resolution, mitigate risk and fraud, and identify and solve to customer needs.
  • Completes and authors call monitor coaching sessions of assigned CSRs to ensure quality standards are met or exceeded.
  • Assists in the scheduling, coordination, and delegation of work assignments. Oversees and manages these functions in the absence of the Information Center Assistant Manager.
  • Performs various HR related processes, including goal setting, performance evaluations and disciplinary actions.
  • Researches and resolves customer issues, complaints and problems.
  • Actively works with Information Center Assistant Manager to meet or exceed assigned personal sales and service measurement goals.
  • Performs security routines, including opening and closing department in accordance with procedures.
  • Performs the functions of a CSR, as necessary.
  • Responsible for resolving and responding to all consumer/business customer issues received through digital channels including eDeposit, P2P, email and secure bank mail correspondence.
  • Performs all duties independently in accordance with applicable security and regulatory practices and guidelines. Complies with all Bank policies including those pertaining to confidentiality, email, and business attire. Protects customer information by following department security guidelines and procedures.
  • Maintains proficiency in regulatory compliance and industry developments and apprises staff of same.
  • Oversees the quality testing of new or enhanced products or services and reports issues to Information Center Assistant Manager.
  • Completes all prescribed training in a timely fashion and ensures assigned staff completes training, as requested.
  • Performs related and unrelated duties as may be requested.
  • Keeps management team informed of system issues and/or challenges.
  • Consults with Assistant Manager where clarification or exception to Bank policy may be required. Associates degree or equivalent work experience. Additional requirement include three to five years of related experience, preferably in a supervisory role. Demonstrated leadership ability. Must be willing to work in an environment that requires phone-based customer interaction. Must possess knowledge of math principles and be able to perform basic mathematical procedures. Demonstrated customer service, sales, organizational, communication, and interpersonal skills. Must possess strong attention to detail. Must possess at least intermediate technology skills, including knowledge of word processing, spreadsheet applications and SharePoint. Familiarity with multiple browsers, multiple tabs and windows navigation. Must demonstrate initiative and ability to make decisions independently. Must be able to work extended, weekend and some holiday hours. Scheduling flexibility required. Middlesex Savings Bank is an EOE AA M/F/Vet/Disability employer

Keywords: Middlesex Savings Bank, Worcester , Information Center Supervisor, Other , Westborough, Massachusetts

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