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Job Title Supervisor, Customer Service
As a Supervisor Customer Service, you will:
You will administer the policies of the company and ensuring customer service is provided by associates in a way that it will meet expectations as well as Administer performance management by diagnosing improvement opportunities, providing effective feedback, mentoring, training, professional development, and corrective action. You will perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance. Lead workflow distribution and floor management to ensure service levels are met. You will resolve complex raised client concerns and disputes. Recruit by interviewing and making effective hiring recommendations and develop and implement process improvements. Effectively lead change to ensure departmental objectives are met.
Basic qualifications for consideration:
Bachelor’s Degree or equivalent experience. 2 years' of experience in a call center or operations support environment. 1 year of supervisory or leadership experience required. 1 year of banking or bill payment experience preferred. Strong familiarity with call center or operations support management hardware/software. Knowledge of customer service techniques and standards, collections strategy. Prior Supervisory/Management experience. Card Services experience required.
Who we are:
If you’re an online or mobile banking user or pay your bills online - if you interact with a financial institution at all - chances are you’re more familiar with Company than you realize. Company is helping its clients push the boundaries of what’s possible in financial services, delivering deep expertise and innovative solutions to help financial institutions, businesses and consumers move and manage money faster and with greater ease than ever before.
Electronic Payments provides solutions for electronic billing and payments, online funds transfer, person-to-person payments and personal financial account aggregation services to the financial services industry. Our award-winning solutions are developed based on extensive user testing and are offered in multiple delivery models to serve more than 3,500 financial institutions from community banks to credit unions to the largest U.S. banks. The Electronic Payments Customer Solutions team is focused on providing consumer service for the products Company offers to the financial services industry.
Company is an Equal Opportunity Employer/Disability/Vet.
Preferred qualifications for consideration:
Working knowledge of MS Office (Word, Excel, PowerPoint, Access), Internet Explorer, and Outlook.
Strong verbal and written communication skills.
Effective public presentation skills.
Diligent Time Management and analytical skills.
Process and detail oriented.
Ability to travel 10%.
Thank you for considering employment with Company. Please:
Apply using your legal name
Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Company is an Equal Employment Opportunity Employer, and it is the Company’s policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.
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