CALL CENTER SUPERVISOR - ONSITE, MIRAMAR, FL

CALL CENTER SUPERVISOR - ONSITE, MIRAMAR, FL

First State Bank is a customer-focused bank with a long history of serving, reaching out, and connecting with the community. Founded in 1955 with a single branch in Key West, the Bank has grown and changed, as has the surrounding community, but our core values remain the same. First State Bank of the Florida Keys recognizes that what sets us apart are our people.

Here's why you should join First State Bank:

• Competitive Salary and Hourly Pay Rates
• Medical, Dental, Vision, Life, Long-Term Disability plans available
• 401K Retirement Program with employer matching
• Paid Time Off plus Federal Bank Holidays
• Profit Sharing Program
• Tuition Reimbursement

Position Summary:

This Call Center Supervisor is responsible for overseeing the daily operations of our Call Center, ensuring that the team and each individual member meet quality service objectives. The supervisor will provide support in resolving, documenting, and escalating customer complaints and complex issues. Additionally, they will train staff to identify sales opportunities for retail and digital products and services, establish and maintain customer onboarding and retention programs, generate monthly dashboards and reports, and contribute to projects as needed.

Position Responsibilities:

• Manages the daily operations of the Call Center, ensuring consistency and uniformity in customer service.
• Monitors department personnel productivity by reviewing system reports on call duration, hold times, transfer activity, and other key metrics.
• Observes employee performance, including demeanor, technical accuracy, and adherence to policies and procedures.
• Addresses customer concerns or complaints by answering questions and recommending appropriate corrective solutions.
• Ensures audit compliance and maintains quality control over procedures, recommending and implementing corrective actions as needed.
• Ensures the department adheres to established bank policies, procedures, and all applicable state and federal laws, rules, and regulations.
• Maintains current knowledge of financial industry status and trends.
• Facilitates effective communication with staff regarding policy and procedure changes approved by Senior Management.
• Ensures the successful implementation of updates and conducts necessary training sessions to keep staff informed and prepared.
• Consistently employs sound decision-making techniques when handling inquiries, approvals, and requests, ensuring alignment with existing policies and procedures.
• Operates within assigned approval limits while using these instances as opportunities for employee development and learning.
• Prepares reports for Senior Management, audits and other personnel.
• Participates and provides feedback on testing and implementing new products and services.
• Actively contributes to the development and growth of department staff by demonstrating strong communication skills, both verbal and written, and effective delegation to ensure a highly cross-trained team.
• Oversees personnel actions, including performance appraisals, disciplinary measures, and candidate interviews for employment.
• Manages the department's daily activities, including delegating assignments, developing work schedules, and providing essential training to support team effectiveness
• Assumes responsibility for various department functions in the absence of staff members or in overload situations.
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; and upholds organizational values; and accepts responsibility for own actions.
• Responsibilities also include other duties as assigned.

Competencies:

• In-depth knowledge of retail, commercial, and digital banking products, policies, and procedures.
• Ability to exercise discretion and sound independent judgment in managing daily banking and call center operations.
• Strong organizational skills with the ability to multitask effectively.
• Exceptional customer service, sales, and communication skills, engaging effectively with customers via phone, email, or chat in a fast-paced environment.
• Proficient in using banking system platforms for account maintenance and research.
• Experience with debit card operations, including transaction research, disputes, and travel exemptions.
• Preferred experience with Five9, Fiserv Create Digital, Fiserv Client Central, and Fiserv Signature platforms.
• Proficient in Microsoft Outlook, Word, and Excel.

Supervisory Responsibility:

• This position has supervisory responsibilities.

Required Education & Experience:

• Associate's degree or related knowledge/skills gained through experience
• Five years of experience in a bank Call Center environment with a strong understanding of standard retail, commercial, and digital banking products, policies, and procedures.
• Two years' supervisory experience in a banking or financial services environment.

Essential Job Functions:

Essential job functions include the employee occupying this position will frequently be required to perform problem resolution; communicate with both internal and external customers and create written documentation. The employee must be able to remain in a stationary position 60 percent of the time; frequently operate a telephone, computer, printer, copier and fax machine; and occasionally move about inside the office to access file cabinets, office machinery, etc.

First State Bank is an equal opportunity employer which provides equal employment opportunities to all qualified individuals without regard to race, color, religion, gender, age, national origin, citizenship, disability, sexual orientation, marital status or any other basis protected by federal, state or local laws.

EOE M/F/V/D