Supervisor - Commercial Services Customer Support

This position will supervise the Customer Support team within our Commercial Services Department in Bank Operations. Commercial Services is primarily responsible for providing support to our business and commercial customers over the phone and through email. Products and services supported by the team include but are not limited to online banking, mobile banking, ACH origination, remote deposit capture, credit cards, positive pay, investment sweeps, and cash vault services.

Position Responsibilities

• scheduling, planning, and defining the daily department workflow to ensure all necessary tasks are completed timely and accurately.
• Performing quality control reviews to ensure the quality of work performed meets expectations
• Lead training efforts to ensure procedures are thorough, complete, followed accurately, and that sufficient depth exists for each task.
• Coaching, counseling, hiring, and ongoing performance evaluations of associates.

Commercial Services supports customers in several time zones, the shift for this position will be 10am-7pm, Monday thru Friday.

Position Requirements

• Must possess at least 3 years banking experience and/or management experience.
  
  
  
  • Experience in a call center environment and a college degree is preferred, but not required.
  
  
  
  
• Ability to lead and motivate a team
• Consistently perform in a volume driven environment where workload fluctuates, but deadlines stay the same and service levels must be met
• Ability to communicate efficiently and effectively on the phone and through email to internal customers and business partners
• Strong work ethic, critical thinking, and problems solving skills with attention to detail
• Ability to escalate issues and concerns appropriately
• Ability to perform specific tasks independently
• Ability to use standard computer software (MS Outlook, MS Excel) and quickly learn to navigate and operate job-specific software and web-based applications
• High degree of reliability
• Other duties as assigned by management

In addition, the position is expected to read, reference, interpret, and develop written departmental procedures, cross train on department tasks, make suggestions to correct or enhance existing processes, and take advantage of available opportunities to develop a deeper understanding of applicable regulations, operational compliance, and the banking industry to support career development and growth.