Call Center Quality Assurance Specialist

Position Summary: Responsible for the effective day to day delivery of the Bank’s products and services via the Solution Center delivery channel. Focuses on monitoring calls, chats, or emails, reviewing procedures for compliance, and providing feedback to agents for improvement. Leads daily operations, mentors agents, and often handles escalations, but does not have formal HR disciplinary authority. Handles customer requests, inquiries and complaints. Provides training and skill building to the team. Plays a key role in solidifying the Bank’s position of becoming our customer’s primary financial institution, by maximizing opportunities to sell products and services to customers while providing outstanding customer service to build customer satisfaction, loyalty and depth of relationship.

Essential Functions:

• Responsible for performing a broad variety of customer requests received over the phone and internet.  Expectation is to be in the queue to assist with inbound and outbound calls.
• Manages daily operations, activity, performance and customer satisfaction by coaching monitoring calls, handling escalations ensuring team goals (call times, quality of calls) are meeting the Bank’s designated metrics. Responsible for maintaining high standards and ensuring smooth workflow while resolving complex customer issues.
• Conducts training and onboarding of new team members. This includes continued training and skill building of current team members utilizing monthly meetings on product knowledge, procedures, sales, referrals and other skill builders as needed.
• Delivers outstanding service to both internal and external customers that meets or exceeds the Bank’s service goals.
• Monitors Customer Solutions Center sales and service standards and reports such on a continual basis.  
• Leads the CSC through daily tasks and monitors message center and account seasoning. Scheduling and maintaining the agent floor for daily assignments and lunches.
• Regularly interfaces with other departments to research and resolve customer problems and disputes in a timely and effective manner, maintaining customer satisfaction whenever possible.
• Provides information relative to the Bank’s accounts, products and services, and processes requests within scope of knowledge and authority.
• Resolves customer discrepancies with all products and services in a timeframe pre-determined by the standards established by the Bank.
• Verifies specific customer identification information to ensure accurate transaction processing and to prevent the misuse or intentional fraud of this delivery system.
• Handles escalated complaints, complex problems, and provide guidance to agents on difficult calls.
• Develops reports via RingCentral to help monitor Department’s performance and measure against designated metrics. This includes monitoring trends via excel reports on a daily/weekly/monthly basis.
• Oversees the Quality Control review and ensure input accuracy of stop payments, address changes and OLE electronic signature documents.
• Responsible for, quality of service provided and to provide coaching and conduct call observations.
• Identifies cross-sell opportunities and cross-sells products and services to new and existing customers.
• Handles live consulting observations to coach, and train the CSC team
• Training and tracking sales and referrals of agents to maintain sales goals.
• Performs other related duties as assigned.

The above duties may not be all inclusive. The incumbent may be asked or required to perform other work as time and abilities allow.

Education and/or Experience

Requires a Bachelor’s degree in a related field of study or parallel experience in banking and adherence to the bank’s training policies and requirements. Strong knowledge of financial products and services, sales and sales-management techniques, and banking regulations.

• Exceptional customer service, including customer relationship building and product and services sales and referral skills
• Excellent communication and leadership skills, and a demonstrated ability to interact well with all levels of personnel
• Ability to prioritize, handle multiple tasks, and work independently, attention to details
• Strong training skills.  In depth product and service knowledge
• Ability to work under pressure and meet goals. Ability to ensure CSC runs smoothly in managers absence
• Prior experience in a call center/sales and customer service environment preferred Must have a high degree of technical aptitude and must be able to communicate technical information to non-technical users, able to troubleshoot and resolve advanced technical issues for end users
• Ability to work well under pressure in a fast-paced environment while being able to maintain effective communication.

Physical Demands and Condition Requirements:

• General office environment.
• Requires standing and/or sitting for extended periods of time.

Equipment Used:

• General office equipment, i.e., calculator, photocopier, etc.
• Computer

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.