Telephone Financial Consultant Supervisor

Location:

Training and Solution Center

2416 Philadelphia Street

Indiana, Pa 15701

Hours:

Monday -Friday 7:00a.m. - 7:00p.m.

Saturday 8:00a.m.-3:00p.m.

Sunday 10:00a.m.-3:00p.m

(Additional hours as necessary to meet the objectives of the department)

Function:  Assumes responsibility for direct supervision of Telephone Financial Consultants, including staff at satellite locations.  Ensuring all external and internal customer telephone inquiries and research requests are satisfied in a timely, courteous, and professional manner.  Support Branch Network to allow focus on In-Branch customers.

Duties and Responsibilities:

• Assumes responsibility for ensuring the satisfactory handling of internal or customer related telephone inquiries or service-related problems by performing the following functions:

  • Promptly responding to customer/internal inquiries in a courteous and professional manner to ensure complete customer satisfaction.

  • Providing customer and internal personnel with accurate product knowledge and service information, as well as operational knowledge that will assist personnel in the successful completion of their duties.

  • Providing professional written correspondence to customers when necessary.

• Answers incoming customer services calls to include but are not limited to:

  • Inquiries regarding deposit and loan accounts.

  • Account maintenance requests, including but are not limited to change of address, check ordering, related/unrelated account transfers, and stop payments.

  • Responsible for closing debit cards, ordering new debit cards, raising and lowering debit card limits, adding travel notes, removing fraud exclusion, and removing VAU.

  • Online banking and mobile banking inquiries, including but are not limited to: enrolling new users, registering computers, unlocking accounts, online statements, and BillPay issues as well as assistance with BillPay limit increases.  Furthermore, TFC’s should be familiar with all eligible cell phone and tablet types.

  • Utilizing Financial Intelligence Group standards to detect suspicious callers and activity in order to combat fraud and minimize bank losses.

• Responsible for the day-to-day hands-on supervision and coaching of TFC’s, including staff at satellite locations.

• Handles escalated customer issues to ensure customer satisfaction.

• Assists Solution Center-Service Management with employee issues; 90-day evaluations and year end evaluations.

• Reviews live and recorded calls and coaches staff on proper Invision Techniques, call flow and operational efficiencies.

• Effectively writes and delivers detailed call specific feedback based on quality standards of the department.

• Assists the Branch Administration Department by identifying and reporting quality service concerns that may become apparent through customer interactions.

• Must attend STELLAR and maintain all requirements on an ongoing basis and attends coaching training and updates as needed to develop personal skills.

• Makes infrequent outbound telemarketing calls.

• Provides exceptional customer service to internal and external customers via telephone, mail, chat, and email in matters related to the aforementioned products.

• Recognizes opportunities to identify and meet needs resulting in new accounts and leads and encourages the referral process within the Solution Center employees.

• Assists Solution Center Service Management with facilitating operational procedures to staff.

• Assists and encourages the sales/referral process within the Solution Center Service department.

• Assists in training new departmental employees.

• May act as shift lead during evening and weekend hours of operations.

• Maintains a good working relationship with bank employees.  Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization.

• Assumes additional duties as required.

Education:

Requires a high school diploma or equivalent basic academic education.

Experience:

Five to ten years of general experience and two to five years of specialized experience required in a call center or retail environment. 

Physical Demands:

Operates a keypad device:  9