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Customer Service Team Lead
Mitsubishi UFJ Financial Group
Brea, CA, United States
Job Details - this job has expired, please see similar jobs below
Description
Job Summary:
Responsible for performing a variety of customer service duties and in-depth technical support in a centralized-high volume environment through alternative delivery channels, (i.e., telephone, email, fax, and regular mail) to both internal and external customers. Provide direct support for the Japanese Customer Services Supervisors. Position will handle escalated calls that require excellent customer service skills, respond to the internal assist line to provide support to Japanese Customer Services staff. Responsible for reviewing and processing customers' maintenance requests with complete accuracy to ensure compliance. Support coworkers and be available as a higher level of customer service and technical support for both clients as well as coworkers. May distribute daily work assignments and tasks to Japanese Customer Services staff, monitor daily workflow, setting expectations and deadlines and provide input for employee counseling and performance reviews. Job responsibilities are to be performed with minimal supervision.
Major Responsibilities:
80% - Customer Service and Escalated Support Respond to and resolve customer inquiries in a timely and professional manner, handling the most difficult and complex service issues to resolution. Provide in-depth/advanced support in both customer service issues and Online Banking product support in calibration with other business units and branch offices, quoting regulatory scripts when appropriate. May need to investigate complex issues and provide alternative resolutions to customers, both internal and external, with difficult situations.
10% - Work Direction Assist supervisor in providing work direction to Japanese Customer Services staff. Coordinate and monitor daily duties of the Japanese Customer Services staff, setting expectations and deadlines while ensuring designated service levels are met. In the absence of the supervisor, may be asked to assist management in ensuring employees complete timecards/timesheets properly and ensure all staff take assigned breaks. Reports any noncompliance of staff to the supervisor.
10% - Employee Development Perform call monitoring and coaching, evaluating calls to ensure the highest level of service and accuracy provided to customers as well as compliance to the bank's policies and procedures. Motivate staff to achieve their individual and team goals for increased results.
Qualifications
Additional Information:
Bilingual skills required: Japanese and English (Business level Japanese). Position typically requires 1-2 years of previous Japanese Customer Services experience, prefer 2-3 years of work direction experience. Position typically requires 1-2 years of college or equivalent work experience. Requires an advanced knowledge of banking products and services, all retail applications and services available on www.unionbank.com, Proficient skills in MS and Bank applications, Requires the ability to work independently and efficiently with minimal supervision in a high productivity and time sensitive environment, demonstrating excellent organizational skills. Requires well-developed decision making skills, demonstrating flexibility, originality and resourcefulness for creative and innovative solutions in problem solving.
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.