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Supervise a team of Customer Relationship Center (CRC) customer service representatives supporting all bank product lines; ensuring customers receive prompt and courteous service as well as recommending products and service offerings suitable to their needs. Drive quality, sales and productivity results to exceed industry standards while maintaining compliance with internal standards and external regulations as well as optimal customer security. Ensure customer satisfaction within team is achieved and continually improved upon. Ensure team meets/exceeds established monthly, quarterly, and yearly sales and service metrics. Ensure optimal staffing that maximizes customer service levels. Ensure staff is aware department contingency plans to support seamless customer service as required by the circumstance. Monitor and analyze performance trends to optimize customer service, sales, and productivity. Identify, evaluate, recommend and implement new service approaches and management concepts to support these efforts. Coach mentor, and support CRC representatives in all aspects of their positions.
Basic Qualifications:- " High school graduate or the equivalent required " One to two years of previous related experience " Should demonstrate a thorough knowledge of Customer Service functions
