Client Service Center Supervisor

Description

Under supervision of the Client Service Manager, the Client Service Center Supervisor is responsible for overseeing the day-to-day operations of the Client Service Center, ensuring excellent customer service. The incumbent supports the bank and its clients by (1) possessing an advanced knowledge of products, services, systems, and processes of the bank, (2) supervising and guiding client service center staff, and (3) exercising excellent customer service skills while assisting existing and potential clients through telephone and written communications when volume requires. This individual effectively solves the most complex client issues, complaints, and inquiries, keeping client satisfaction at the core of every decision and behavior. This position requires that the individual work in office.

Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations 

Essential Duties and Responsibilities:

• Develop and implement training programs, provide ongoing coaching and support to Client Service Center Team to properly perform their job duties
• Monitor quantitative metrics of Client Service Center Representatives to ensure productivity requirements are met. Shares findings with Client Service Center Manager and makes recommendations for improvements
• Monitor client service center phone calls and written communications, and coach staff to improve the quality of the client experience
• Handle escalated calls as necessary to de-escalate the most complex situations involving dissatisfied clients, offering patient assistance and support
• When required by call volumes, directly assist with handling client calls following the guidelines used by the client service center representatives
• Maintains thorough knowledge of bank products and services and keeps staff abreast of any updates.
• Complete other more complex duties related to deposit operations back-office functions when not actively assisting clients on the phone
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
• Other duties as assigned

Supervisory Responsibilities: This position supervises the Client Service Center Representatives.

Qualifications:

• Minimum of 5 years of experience in banking deposit operations
• Minimum of 1 year supervisory experience
• Extensive experience in a client support role
• Available to work a flexible schedule during the hours the Client Service Center is operational
• Excellent phone and verbal communications skills, along with active listening, with an advanced ability to de-escalate the most complex client situations
• Client focus and adaptability to different personality types
• Experience with the DNA and Q2 systems is preferred but not required
• Proficient in Microsoft Office Suite including Word, Excel, and Outlook
• Ability to multi-task in a fast-paced environment

Physical/Mental Demands & Work Environment:

The incumbent in the course of performing this position frequently spends time writing, typing, speaking, listening, operating basic business equipment, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, walking, standing, reading documents or instruments, detailed work, problem solving, client contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. The incumbent for this position will occasionally lift to 15 pounds, pull, squat, kneel and reach. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The work environment is typically quiet to a moderate noise level.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Management reserves the right to change this position description at any time.

I have read and understand the duties and responsibilities of this position.

Requirements

See qualifications above.

Poppy Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

For San Francisco Postings, review Fair Chance Ordinance.

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