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The Position
Job Title
Customer Care Supervisor
Job Description
SUMMARY
The Customer Care Supervisor is primarily responsible for successfully leading their Customer Care team, accepting accountability ensuring their team of Relationship Bankers are providing an exceptional customer experience, empowering customers to Spend Life Wisely over the phone. They contribute to team efficiency and a exceptional customer experience through exemplary and refined leadership, consistent coaching, mentoring, team meetings and huddles. They will promote and uphold First United’s mission, purpose and values, and ensure their teams are up to date on all changes in policies and procedures. They are to drive overall results for their immediate teams, the contact center and become trusted partners across all lines of business.
They will promote First United Bank company values and the contact center’s customer standard guidelines within team and customer interactions while consistently exceeding established goals. They will master First United Bank’s delivery process and product knowledge to enhance value to the organization and develop customer relationships by performing the following essential duties:
MAJOR DUTIES AND EXPECTATIONS (ESSENTIAL FUNCTIONS)
- Report directly to and support Contact Center Manager.
- Master the mission and skills related to Customer Care Relationship Banker I, II, and Senior RB.
- As working supervisors, assist with incoming calls during escalated call volume and extended wait times; expected to utilize good judgement and prioritize calls over other tasks when necessary.
- Ensure teams maintain advanced, up to date knowledge of all First United Bank products, services, policies, procedures, and appropriate regulatory issues relating to daily job functions.
- Manage overall team - customer excellence in experience, productivity, effectiveness, and efficiency.
- Maintain familiarity with First United Bank’s mission statement and purpose/values and promote these throughout team.
- Adhere to specific tasks, objectives and goals set forth by Manager - expected to continuously meet/exceed assigned goals.
- Conduct team meetings, huddles, 1:1s, coaching and observations/feedback loops
- Drive engagement with team – promote and support team in community service
- Maintain advanced situational knowledge for customer requests; utilize good judgement when decisioning limit-increase approvals and other risk related transactions.
- Partnering extensively with the Customer Care Operations Manager, Online Support Manager and Training Manager to mitigate risks and prevent/stop fraudulent activities.
- Display good judgement and handling of call escalations and partnering when applicable with our Community Bank Presidents, Financial Center Managers and Bank Officer to achieve customer resolution.
- Expected to keep abreast of team performance by reviewing and utilizing call reporting, dashboards, & QA reporting both at the individual, team, and department level.
- Expected to lead by example in every aspect, serving as a role model for CC Senior Relationship Banker, RB1 and RB2.
ADDITIONAL RESONSIBILITIES
- Completes all required compliance exams on a yearly basis.
- Adherence to all First United Policies and Procedures.
- Adheres to First United’s dress code, promoting exemplary dress and groom.
- Ensure success for team scheduling and adherence.
- Ensure scheduled team meetings and huddles, consistent rhythms.
- Ensure successful call coaching.
- Other duties as assigned by manager.
EMPLOYEE SPECIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Work Experience
- High School Diploma required. Some college is strongly preferred.
- Previous experience in CCRBII and SR RB roles strongly preferred.
- Minimum of 3-5 years of Customer Service Experience required.
- Leadership experience strongly preferred.
Technical/Functional Competencies
- Strong financial and regulatory expertise with the banking industry.
- Strong negotiation skills.
- Strong leadership, communication, organization, and analytical skills.
- Excellent interpersonal skills.
- Extensive leadership versatility and an ability to relate with and understand varying mindsets within a diverse organization.
- Ability to manage a wide range of projects.
- Complex thinking capacity and skills.
- Ability to lead others to comprehend complex issues from a higher level and bring value to management.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.
#LI-KG1
All Locations:
Sherman-Taylor Street
If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at
HR@firstunitedbank.com
for assistance.
First United Bank is an Equal opportunity employer. This company considers candidates regardless of race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
