This job has expired, please see additional jobs below
Customer Service Team Lead
Union Bank
San Diego, CA, 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:
Assist Customer Service Supervisor with directing and overseeing staff to ensure the efficient and accurate operation of the unit. Accountable for overall 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 3+ years of direct work 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 multi-task abilities and Call Center experience.
• Requires comprehensive knowledge of specifically assigned area. R
• Requires excellent communication skills, both oral and written, and organizational skills.
• Proficiency on 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.