First Republic Bank

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Contact Center Supervisor

Contact Center Supervisor

ID 
2017-4283
Job Locations 
US-MA-Boston
Category 
Deposit Services

More information about this job

Overview

First Republic is an ultra-high-touch bank that provides extraordinary client service. We believe that one-on-one interactions build lasting relationships. We move quickly to serve our clients’ needs so that their financial transactions are handled with ease and efficiency. Client trust and security are paramount in our line of business. Ultimately, our goal is unsurpassed client satisfaction which will lead to personal referrals – our number one source of new business. We recognize that our competitive advantage starts with our people and our culture. At First Republic, we work hard and move quickly as a very coordinated team. If you are looking for an opportunity to grow and contribute in a fun, fast-paced environment, First Republic is the place for you. We have exceptional people focused on providing extraordinary service.

 

The Consumer Customer Care Supervisor in Deposit Services will be responsible for providing high quality client customer service through the daily management of employees, including, but not limited to, monitoring the workflow and call volume, as well as, team member hiring, motivating, coaching, and training. Handling escalated issues from agents or as they are reported and ensuring that cases are managed properly and in a timely manner. Primary focus on ensuring that our standard of high quality customer service is delivered by the team and ensuring Service Levels are met and Call Quality scores are exceeding expectations as set by management.

Responsibilities

Major Responsibilities: 

  • Successful delivery of service level standards.
  • Responsible for troubleshooting service complaints and coordinating with various bank departments in the identification and resolution of operational problems and elevating these problems, correcting and documenting them as necessary, to avoid repeated issues.
  • Interprets, applies and enforces company and departmental policies, guidelines and procedures across all operations activities and ensures that staff follows them.
  • Ensures compliance with operational policies and procedures to minimize risk exposure.  Monitors and audits policy exceptions related to risk management issues.  Communicates with management regarding the control and management of risk within a specific team or the department.
  • Identifies situations impacting established quality service level standards to determine solutions in a timely manner.  Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Keeps management informed if additional resources may be needed.
  • Create and maintain high quality work environment so team members are motivated to perform at their highest level.
  • Delivers performance reviews and provide statistical and performance feedback, coaching, counseling, direction and resolution on a regular basis to each team member.
  • Use appropriate judgment in upward communication regarding department or employee concerns.  Participates in internal and external meetings.
  • Insure employees have appropriate training and other resources to perform their jobs by identifying and obtaining required training for team members as needed to support clients.
  • Manage any issues that may arise between team members and other departments in the bank. Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
  • Assist with the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs.
  • Work as a member/leader of special or on-going projects that are important to area/process improvement.
  • Responsibilities include the following:  1) adhering to and complying with the applicable, federal and state laws, regulations and guidance, including those related to Anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.) 2) adhering to Bank policies and procedures, 3) completing required training,  4) identifying and reporting suspicious activity to the AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank.

 

Additional Information: 

  • Thorough knowledge of operational policies, procedures and practices.
  • Ability to react and respond to critical demands of the department, prioritizing and performing multiple tasks on a regular basis.
  • Ability to interface within various levels of the group.
  • Excellent verbal and written communication skills.

 

Qualifications

 

  • Typically requires 4+ years call center customer service or equivalent experience.
  • High level escalated call resolution experience.
  • Proven leadership experience with the ability to develop and motivate a team and support a vision and able to give direction.
  • Strong customer service background required.
  • Excellent written and verbal communication skills and detail oriented.
  • Must be able to work independently, efficiently, and possess good organization and prioritization skills.
  • Ability to handle multiple tasks within strict time constraints.
  • Possess strong interpersonal skills and maintain composure while dealing with difficult customers.
  • Must be flexible with work schedule.
  • High school graduate or equivalent required.
  • Must have good working knowledge of Microsoft applications

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