Job Description
This individual will act as an extension of the senior management team as a primary floor captain for the Customer Service Center. Major responsibilities of this position will include floor management which can entail monitoring of the daily performance of sixty or more representatives, ensuring service levels are being adhered to and after call work is completed accurately and on a timely basis. This individual will act as a coach, mentor and resource for team members by sharing information and expertise while working towards the accomplishment of departmental standards. Must be able to work independently in a remote and on-site environment.
This individual will also serve as a first line response person for incoming customer calls. They will be responsible for the handling of more complex customer calls that are referred by the Customer Service Level I and II staff members. Having the ability to accurately, independently and expediently answer inquiries from customers and representatives on all types of new and existing products and services is a must.

• Assists senior management in supervising the Customer Service Center by monitoring staff performance, call volumes and work flow to ensure service levels are kept within acceptable levels. Serves as a resource to other team members on all products, services or regulatory inquiries.
• Serves as bank's first line of response by maintaining a detailed knowledge base of bank's and call center policies, processes and procedures. Handles incoming calls and any subsequent post-call work within an acceptable time interval. Ensures effective communication with the customer by utilizing superior verbal skills. Listens actively to determine full extent of customer's needs. Effectively uses communication skills in servicing a broad range of customers while appropriately applying different approaches to affect desired outcome.
• Must maintain an in depth knowledge base of bank's products and service, with an added emphasis on compliance requirements, in order to develop team members. May be required to conduct training classes to assist the Quality Assurance team in staff development. Acts as a coach, mentor and resource for team members by sharing information and expertise towards the accomplishment of goals. Creates a team culture for selling and servicing by working with team members in the development of their skills.
• Performs data entry when immediate maintenance is possible. Initiates requests for items requiring further investigation, work or customer contact, and may be required to complete this further investigation, work, or customer contact in the absence of appropriate support personnel.
• Cross-sells bank products and services to inbound customers by educating them about possible new ways of benefiting from the Bank's products and services. Works towards the attainment of sales goals set forth by management.
• Provides feedback to management on team members for the assessment of overall performance.
• Responsible for maintaining a NMLS Unique Identifier number (National Mortgage Licensing System).

Qualifications:

• Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS)
• Associate's Degree or related knowledge/skills base gained through experience preferred
• Previous Call center and Banking experience required
• Minimum of 4 years customer service experience required
• Proven service and sales ability a must.
• Above average PC and data entry skills required
• Proven previous job stability
• Supervisory experience helpful.
• Retail and Call Center service background required.
• Proven service and sales ability required.
• Excellent communication, organizational, and interpersonal skills required.
• Microsoft knowledge and understanding of windows required.
• Knowledge of Call Center technologies a plus
• Must be flexible and adaptable about work schedules, which may include weekends
• Must engage in the attainment of sales goals.
• Must be able to work in moderate to high noise level
• Must be able to use a Headset and sit for long periods of time
• Must be able to work in a fast paced, high volume work environment