Lead Call Center Representative
Hours of Work: Full-Time, Monday through Friday 10:00 a.m. to 7:00 p.m.; Saturdays, as needed, 8:00 a.m. to 12:00 p.m.
Location: 6003 Old Cheney Road, Lincoln, NE 68516
Primary Job Purpose: As a Solutions Center Lead Representative, this position is responsible for timely and accurate responses to customer and branch inquiries via telephone, email, and online chat. They are responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of bank products and programs.
This position can assist with escalated phone calls as needed, help Solutions Center Representatives make decisions on refunds and other account requests, approve shift changes, and other duties that may be assigned by management.
The Solutions Center Lead Representative is responsible for new hire call shadowing during the training period, monthly shadows of Representatives, and assisting the management team with information needed to complete yearly reviews.
Primary Responsibilities and Duties:
- Assist customers with routine account-related requests such as: funds transfers, electronic funds transfers (EFTs), stop payments, inquiries about bank deposit products and service charges, inquiries about ATM and debit card usage and limits, inquiries about checking and savings accounts transactions and inquiries about funds availability.
- Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary.
- Research customer questions regarding electronic funds transfers and initiate affidavits when appropriate.
- Cross-sell bank products and services based on customer needs in accordance with the banks’ program standards. These items include, but not limited to, new accounts, debit cards, overdraft privilege, online and mobile banking and mortgage services.
- Update the system with proper messages regarding fraud, debit card status, returned mail, and others that need to be top of mind to bank staff.
- Perform customer requested research, including printing statement and check copies.
- Complete daily, weekly and monthly reporting as assigned.
- Document and track all call details and follow up work.
- Cross train on tasks performed by other Leads and management & assist with tasks when needed.
- Assist with training new hires or refresher training for existing employees.
- Review duplicate item reports and balance daily teller totals.
- Review and approve Mobile Deposits.
- Cover open shifts within the department.
- Assist Representatives with guidance, problem solving and de-escalation.
- Perform other duties as assigned which could include on or off phone tasks.
Job Specifications
Work Direction: This position reports to the Solutions Center Assistant Manager.
Accountability: This position has access to and knowledge of personally identifiable information and highly confidential/proprietary financial data of customers and staff. The utmost discretion and confidentiality must be exercised with all data.
Work Relationship: Daily and continuous contact with internal and external customers and vendors. Must be able to communicate in a clear, concise, and pleasant manner.
Supervision: This position has no supervisory responsibilities.
Job Qualifications & Skills
- Previous supervisory or management experience helpful.
- Previous call center or customer service experience helpful.
- Previous experience with retail banking (specifically deposit functions) helpful.
- General math and typing skills are necessary.
- Previous experience with Jack Henry banking system helpful.
- Must be comfortable with Windows based computer programs.
- High level of accuracy and attention to detail required.
- Demonstrated ability to work well independently, in a small team setting, and/or with a large number of front-line co-workers as required on any given project or assignment.
- Ability to manage and complete multiple tasks quickly and accurately.
- Ability to communicate orally and in writing in a professional manner.
- High level of follow-up and follow-through on open ended issues, including communication with bank customers and internal staff on progress and/or status updates of any issues.
Visit the Career Application page within Connect of Westgate.bank to complete an online job application or email your resume to [email protected]
