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Customer Care Center Team Lead
First Citizens Bank
Raleigh, NC, United States
Job Details - this job has expired, please see similar jobs below
• Responsible for developing and managing banking relationships in accordance with FCBs core values.
• Escalated point of support for complex business and retail products/service questions for customers as well as branch associates.
• Mentors and trains other Associates in the Department.
• Assists with User Acceptance Testing as well as collaborates with other departments as needed.
• Works on Customer Care Center projects as needed.
• Proactively provides assistance to line agents as needed and through a variety of channels.
• Work with managers/supervisors to develop performance improvement strategies for teams.
• Work with workforce management to communicate staffing needs.
Position Requirements:
Basic Qualifications:
High school diploma or GED with a minimum of 2 years experience in sales, banking, or financial services.
Additional Requirements:
• Strong ability to coach and develop.
• Subject matter expert on financial products.
• Strong interpersonal skills and demonstrated ability to communicate effectively orally and in writing in a professional and diplomatic manner.
• Demonstrated ability to identify, think, and solve problems accurately and efficiently.
• Ability to consistently apply sound business judgment.
• Strong analytical ability.
• Technically proficient.
• Understanding of call center technologies.
• Ability to work proficiently with multiple software applications simultaneously.
Other Preferred Qualifications:
• Bachelor degree.
• Call center experience.
• Customer experience.