Multi year financial services client in search of Call Center leader in their Baltimore office.
The Call Center Manager will oversee 13 call center reps and 1 team leader. This role is 8:30 to 5PM Monday through Friday, onsite at their new Baltimore office. The calls will be focused on retail/consumer banking products: loans, deposits, checking/savings accounts, CD's. Daily call volume is 300 (inbound and outbound)
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manage Call Center Operations:
Supervise / Train Call Center Agents along with Team Leader
Providing accurate and satisfactory answers to queries.
De-escalate situations with dissatisfied customers, offering patient assistance and support.
Manage the Bank's Live Link Chat service.
Customer Communication and Support:
Call clients to inform them about new products, services, and policies.
Guide callers through troubleshooting and navigating the company's Retail Banking System. Provide deposit rate information and product alternatives.
Assist in training new employees on service agreements.
Serve as a resource on new digital account processing.
Acquire and maintain thorough knowledge of the bank's products and services.
Customer Service Excellence:
Ensure positive, courteous, and efficient interactions with customers, adhering to bank regulations. Professionally respond to customer inquiries while maintaining confidentiality.
Provide timely responses to time-sensitive depository questions and requests.
Regulatory Compliance:
Comply with all bank regulatory policies.
Conduct periodic training on policies outlined in the Compliance Training Manual.
QUALIFICATIONS AND REQUIREMENTS:
Bachelor's preferred
Minimum of two years of related branch-banking or customer service experience.
Minimum of five years of call center experience
Minimum of two years managing a team in a Call Center environment.
Effective written and verbal communication skills.
Excellent active listening, interpersonal, and rapport-building skills.