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Call Center Supervisor
Union Bank
Arlington, TX, United States
Job Details - this job has expired, please see similar jobs below
Responsible for directly supervising and managing the assigned Consumer Lending Customer Service Call Center.
Major Responsibilities:
General Management Duties:
• Responsible for directly supervising staff, including interviewing, hiring staff and the termination of staff; recommending salary changes, job promotions; setting work hours, conducting counseling/performance reviews, and planning of the staff ‘s work.
• Responsible for ensuring staff comply with all wage and hour regulations. This includes reviewing employee timecards for accuracy and ensuring adherence to all meal and rest breaks.
Direct and oversee staff to ensure the efficient and accurate operation of the unit:
• Responsible for overal quality and quantity of work produced.
• Responsible for compliance with federal and state regulatory requirements.
• Responsible for adherence to all internal policies, procedures, and established service levels.
• Ensures quality customer service to all clients (internal & external).
• Ensures operations are within pre-established service level standards.
Ensures staff is adhering to compliance regulations on all phone calls, practices and procedures:
• Assist staff with identifying the appropriate resolutions for customer inquires (i.e. credit reports, loan documents).
• Recommend solutions to the more complex client inquiries, disputes and complaints, ensuring that responses and documentation are within department guidelines.
• Informs customers of consumer and real estate product lines, answers questions on such items, and makes referrals to loan production offices for escalated calls.
Ensures department adheres to monthly SLAs, and ASA and Abandonment rates goals are achieved:
• Research, initiate, create, update and modify procedures for functions in the Call Center.
• Assist with branch and CASM department issues when necessary.
Qualifications
• Requires a minimum of 5+ years of direct work experience in management/supervisory experience, preferably in consumer and real estate lending, or merchant servicing.
• A Bachelor's degree is preferred.
• Requires thorough working knowledge of general lending policies and procedures.
• Requires demonstrated problem-solving skills and multitasking abilities and Call Center experience.
• Requires comprehensive knowledge of specifically assigned area.
• Requires excellent communication skills, both oral and written, and organizational skills.
• Proficiency with PC/computer systems preferred.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it’s the bank’s policy to only inquire into a candidate’s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.