Communication Specialist III- Lead

Communication Specialist III- Lead
Platte Valley Companies - Scottsbluff Operations Center
JOB SUMMARY:
The Communication Specialist III- Lead assists the Communication Operations Manager by supporting daily operations, ensuring accuracy, efficiency, and exceptional customer service. This role serves as a key resource for communication department associates, providing procedural guidance, training, and issue resolution. The Lead helps foster a culture of excellent customer service by modeling professional, empathetic communication and supporting team members in delivering consistent, high-quality service.
RESPONSIBILITIES:
ESSENTIAL FUNCTIONS:
a. Model and promote excellent customer service by actively listening, asking clarifying questions, and using a polite, empathetic tone to resolve concerns and coach team members to do the same.
b. Serve as the first point of escalation for complex or sensitive customer interactions, ensuring timely and effective resolution.
c. Provide guidance and support to communication department associates, including backup for departmental tasks, procedures, systems, and customer interactions.
d. Assist with onboarding and training of new hires, as well as ongoing in-departmental and cross-departmental training.
e. Manage multiple systems and tasks simultaneously in a fast-paced environment, maintaining accuracy, professionalism, and attention to detail.
f. Respond to customer inquiries via telephone and online banking platforms, ensuring timely, accurate, and professional resolution.
g. Administer and maintain key departmental platforms including Banno, GoTo Phone System, SmartPay, PayCenter Portal, and Yellow Hammer; troubleshoot issues and ensure optimal functionality.
h. Maintain and update departmental process documentation and training materials to ensure accuracy and consistency.
i. Support reporting efforts for workflow, ticketing, phone, and chat metrics to monitor performance and identify improvement opportunities.
j. Support the coordination and management of departmental processes—including Statement & Notice Printing, Unable to Locate/Return Mail, Check Ordering, Change of Address, Remote Deposits, and Limit Increases—ensuring compliance and prompt follow-up.
k. Contribute to departmental meetings, special projects, system upgrades, and process improvement initiatives.
l. Act as a backup to the Communication Operations Manager or as needed.
m. Other duties as assigned
REQUIREMENTS
Minimum Qualifications:
1. High school diploma or equivalent required.
2. 2 Years Financial industry work experience, preferably as a front-line associate.
3. Must possess Basic PC skills (use of Microsoft Word, Excel & PowerPoint).
4. Must possess work processing and administrative skills.
5. Possess strong time management skills to complete tasks efficiently and in an organized manner while supporting department goals.
6. Possess flexibility to manage last-minute requests.
7. General areas of competency: decision making, dependability, development, evaluation skills, people skills, prioritizing, efficiency, problem solving, team skills and time management.
8. Demonstrated aptitude to handle sensitive operational transactions and customer relationships.
9. Professional appearance.
10. Effective oral and written communication skills (including telephone).
11. Self-sufficient/self-starting.
12. Must be capable of working with and maintaining the confidentiality of sensitive information.
Physical Requirements:
Medium Work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Reaching, fingering, grasping, repetitive motions, stooping, crouching, standing, walking, lifting, climbing, kneeling, talking, hearing, pulling, pushing, thinking, concentrating and interacting with others.
You should be capable of performing in a reasonable manner, with or without reasonable accommodation, the activities involved in this job. A description of the activities involved in this job is listed above.
Machines Used:
Computer, scanner, fax, copier, telephone, calculator, printer, binding machine, cutting machine, and phone system.
Note: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.


An Equal Opportunity Employer, Including Disability/Vets