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Real Time Service Center Supervisor

Company: First National Bank Texas
Location: Killeen
Posted on: January 8, 2021

Job Description:

  • Handle escalated customer service issues via direct interface with the customer when appropriate in order to expedite solutions. Solicit higher level approval for all situations exceeding experience/training, department scope or assigned level of authority.
  • Determine the proper response to customer complaints and inquiries and ensure timely and appropriate response by the designated bank officer
  • Submit responses to high profile/escalated correspondence such as BBB and OCC complaints, and correspondence addressed to the Bank president
  • Review, edit, and approves written and email correspondence submitted by team members
  • Monitor and measure the productivity of team members to ensure each employee is doing their best to provide superior service to both internal and external customers
  • Co-conduct and co-administer performance planning and appraisals with direct reports
  • Manage and execute customer feedback programs such as Comment Cards
  • Provide measurements and feedback to management regarding customer service performance, trends, and opportunities
  • Engage in all customer points of contact including, but not limited to Banking Centers, IVR, Call Center, Internet, Lending, and Support Operations
  • Responsible for leading and providing direction and training to team members
  • Establish and maintain solid working relationships with all levels, departments, and locations within FCBI
  • Create and adjust work schedule based on business needs
  • Other duties as assignedPhysical Requirements:
    • Must be able to remain in a sitting stationary position for extended periods of time
    • Constantly operate a computer and other office machinery
    • May be required, on occasion, to lift no more than 25 poundsEOE Minority/Female/Individuals with Disabilities/Protected Veterans
      • Associates Degree or higher preferred. High School Diploma or equivalent required.
      • At least 18 years of age
      • Proven supervisory and people development skills
      • Excellent oral and written communication skills
      • Excellent customer service and phone etiquette skills
      • Experience and/or ability to adapt to a fast-changing environment
      • Ability to meet deadlines, maintain information confidentiality and perform well when dealing with difficult individuals or situations
      • Ability to delegate/assign and prioritize duties to maximize efficiency within the department
      • Working knowledge of Microsoft Office
      • Detail oriented and ability to multi-task
      • Must successfully pass background investigation according to company policy
      • Must be able to get along with co-workers and work effectively in a team environmentEqual Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: First National Bank Texas, Killeen , Real Time Service Center Supervisor, Other , Killeen, Texas

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