What are the responsibilities and job description for the Engagement Center Supervisor position at First Commonwealth Bank?
Provides support to all Engagement Center Specialists with incoming service calls and digital interactions from customers, or potential customers, having questions regarding their current account relationships or seeking information about additional products and services. Completes any customer follow up resulting from inbound calls, digital interactions, or transfers from the integrated voice response system, such as account maintenance, records research, and follow up on information requests. Initiates and actively participates in client conversations to determine and appropriately address client needs. Maintains current and detailed knowledge of all bank products and services, as well as a working knowledge of non-bank services, such as brokerage and insurance, in order to effectively promote and refer these products. Tracks outstanding referrals and completes follow up as necessary. Performs call monitoring weekly on each member of the team and follows up immediately to make sure all aspects of Customer Service Promise are met and exceeded. Must excel at hands on coaching and developing team members across the entire Engagement Center.
Essential Job Responsibilities____________________________________
1. Supervises, monitors, and coaches assigned team of Engagement Center Specialists with goal of career development within the EC Excels at hands on coaching and developing team members across the entire Engagement Center.
2. Supports the Financial Solutions Engagement Center Manager in developing a highly talented, motivated, and effective team through the following activities:
a. Assists in the selection of new personnel as appropriate.
b. Makes provisions for the proper orientation and training of new personnel.
c. Reviews employee performance throughout the probationary period and on a regularly scheduled basis thereafter.
d. Organizes, schedules, and distributes work among assigned personnel.
e. Keeps personnel informed of pertinent policies and procedures affecting the department and/or their jobs.
f. Creates an atmosphere in which upward communication from employees is encouraged.
g. Administers personnel policies and procedures as established by the Bank.
3. Provides support to all Engagement Center Specialists with incoming service calls and digital interactions from customers, or potential customers, having questions regarding their current account relationships or seeking information about additional products and services, existing deposit and loan account inquiries. Including but not limited to:
a. account maintenance requests, including name and address changes
b. Online Banking and Mobile banking access issues and inquiries,
c. Online BillPay, and Mobile Remote Deposit inquiries,
d. debit card transaction inquiries, hot cards, and replacements,
e. details on rates and promotional offerings,
f. general “switchboard” type transfers to other employees, departments,
g. calls transferred from the integrated voice response system
4. Completes any customer follow up resulting from inbound calls (i.e. account maintenance requests, records research, appropriate mailings, outbound calls to other departments, and calls back to customers).
5. Receives and responds to messages from online chat, banno conversations, or emails.
6. Initiates and actively participates in customer conversations to determine and appropriately address customer needs.
7. Maintains current and detailed knowledge of all bank products and services, as well as a working knowledge of non-bank services, such as brokerage and insurance, in order to effectively promote and refer these products. Tracks outstanding referrals and when necessary contacts appropriate branch personnel requesting action on sales referrals not yet progressed.
8. Performs call monitoring weekly on each member of the team and follows up immediately to make sure all aspects of Customer Service Promise are met and exceeded.
9. Completes all self-education assignments in a timely manner (i.e. online compliance training, supervisor-assigned readings/exercises).
10. Productively utilizes non-phone time to review e-mail, read Insite articles, review procedural updates, and access any Insite resources available to enhance job knowledge.
Bona Fide Occupational Qualifications_____________________________
1. High school diploma or equivalent is required.
2. Three (3) years related work experience is required.
3. Previous supervisory experience is preferred.
4. Exceptional customer services skills and excellent interpersonal and communication skills, and a professional manner are required.
5. Proficient computer skills and ability to learn company utilized systems is required.
6. Ability to work day, evening, and weekend hours, with possible shift changes, is required.
7. Must register and maintain current registration with the National Mortgage Licensing System & Registry (NMLS). The NMLS website (mortgage.nationwidelicensingsystem.org) provides the MU4R questions and registration required for employment in this position.
