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Supervisor
Union Bank
Monterey Park, CA, United States
Job Details - this job has expired, please see similar jobs below
Reporting to a CSD Manager, the CSD Supervisor II provides accurate, efficient, and customer-focused service. Under guidance of the Manager, supervises a CSD Customer Service team of non-exempt employees responsible for supporting a single, specialty, or multiple business lines. Position directs and supports workflow processes, performs control and follow-up of employees' productivity while ensuring achievement of established service levels. Customer interactions and transactions will range from basic to moderately complex. Ensures Bank and departmental policies and procedures are strictly enforced, and adheres to approved budget. This position will typically supervise up to 20 non-exempt employees directly.
Major Responsibilities:
Customer Service and Escalated Support:
Communicate with clients and business partners on an as needed basis to exchange information and process transaction requests. Make independent decisions regarding customer requests weighing impact based on risk and drawing on overall banking knowledge and experience. Assist manager in responding to escalated customer service issues, inquiries, and complaints. Ensure service levels and operational goals are met by promoting adherence to schedules, monitoring workflow, and coaching for excellence. Maintain a high level of expertise in all products, services, and channels clients use in order to provide excellent customer service. Monitor and manage daily work queues that will consist of customer support requests, email correspondence, and chat.
Human Capital:
Ensure departmental performance standards are conveyed to all team members, and adhere to a rigorous performance management program. Enhance employee competency and effectiveness through training, coaching, and development plans. Responsible for interviewing candidates, hiring, writing and delivering annual performance evaluations, salary changes, promotions, and terminations as necessary.
Leadership:
Direct the activities of assigned team, ensuring consistency and adherence to regulatory, Bank and departmental policies and procedures. Act as a resource to team, providing technical, procedural, and decision making support as needed. Position carries transaction approval authority. Assist with trouble-shooting situations and make improvement recommendations to manager. Manage projects as assigned.
Risk Management:
Enforce procedures, control activities and quality control measures. Participate in regular staff meetings to distill information consistently to team members. Provide ongoing training and ensure that Bank-mandated training is completed in a timely fashion. Surface inconsistencies between procedures and practice, and escalate any processes for which new procedures are required. Participate in disaster/ business recovery planning and exercises to ensure team readiness. Manage non-credit and operational risk to minimize operational losses; collectable overdrafts, wires and other exceptions. Use excellent technical and job knowledge as well as problem-solving and critical thinking skills to make sound decisions while balancing risk with opportunity.
Qualifications
• Excellent customer service and problem resolution skills Strong interpersonal, written, and verbal communication skills Comprehensive knowledge of functional area.
• Ability to organize and prioritize work assignments to meet service commitments.
• Ability to analyze, interpret and summarize complex data; make recommendations based on analysis.
• Flexibility and willingness to work additional hours when necessary. Open to working various shifts to support a 7 day operation.
• Ability to work in fast-paced, high-volume call center or production environment.
• Demonstrates the following core competencies: Deliver extraordinary customer experiences, drive for results, communicate effectively and professionally, balance risk with opportunity and influence and inspire others.
• College degree (preferred) with 5+ years of related experience.
• Overall knowledge of bank systems, policies and procedures.
• Proven supervisory expertise.
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.