BankTalent HQ
Regional Customer Care Team Lead | Edwardsville
BankTalent HQ, Edwardsville, Illinois, United States, 62025
Position SummaryThe Regional Customer Care Team Lead will serve as a leader for the Customer Care team, earning trust and loyalty through unparalleled service. The Regional Team Lead will effectively coach their team to ensure service excellence and exceptional performance.
Duties & ResponsibilitiesCoach, mentor and manage regional teamLead new hire, and recurring, training sessions for Customer CareIdentify system and workflow improvements to enhance efficiency and experienceResolve and respond to escalated customer issuesMonitor and follow-up on Net Promoter alertsReport on Customer Care performance metrics to ensure that service standards are being met
Education & ExperienceKnowledge of:Advanced knowledge of line of business policies, procedures and productsAdvanced knowledge of web browsers, social media platforms and mobile devicesStrong understanding of roles and responsibilities of employees and operations of a call centerHave or the ability to obtain a Busey accountAbility to:Provide specialized supportManage and respond to support requests via live chat, email and social mediaTroubleshoot advanced customer issues/requestsPossess strong interpersonal, written and verbal communication skillsAnalyze and solve problems efficiently and accuratelyMaintain confidentialityExcellent active listening and coaching skillsManage time utilizing good judgement and initiative in organizing and prioritizing workloadMentor and coach staff to positive customer satisfactionMaintain and compile data and statistics for records and reports
Education and Training:Requires High School Diploma; some college preferredRequires knowledge of Microsoft Office and Microsoft ExcelPrevious banking and customer service experiencePrior experience in roles identifying customer needs to expand relationships while offering outstanding service1-2 years experience in training or coaching role is preferredPrevious experience in call center management preferred
Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey's commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey's Equal Opportunity Employment.
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Duties & ResponsibilitiesCoach, mentor and manage regional teamLead new hire, and recurring, training sessions for Customer CareIdentify system and workflow improvements to enhance efficiency and experienceResolve and respond to escalated customer issuesMonitor and follow-up on Net Promoter alertsReport on Customer Care performance metrics to ensure that service standards are being met
Education & ExperienceKnowledge of:Advanced knowledge of line of business policies, procedures and productsAdvanced knowledge of web browsers, social media platforms and mobile devicesStrong understanding of roles and responsibilities of employees and operations of a call centerHave or the ability to obtain a Busey accountAbility to:Provide specialized supportManage and respond to support requests via live chat, email and social mediaTroubleshoot advanced customer issues/requestsPossess strong interpersonal, written and verbal communication skillsAnalyze and solve problems efficiently and accuratelyMaintain confidentialityExcellent active listening and coaching skillsManage time utilizing good judgement and initiative in organizing and prioritizing workloadMentor and coach staff to positive customer satisfactionMaintain and compile data and statistics for records and reports
Education and Training:Requires High School Diploma; some college preferredRequires knowledge of Microsoft Office and Microsoft ExcelPrevious banking and customer service experiencePrior experience in roles identifying customer needs to expand relationships while offering outstanding service1-2 years experience in training or coaching role is preferredPrevious experience in call center management preferred
Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey's commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey's Equal Opportunity Employment.
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