Solution Center - Digital Team Lead

Work Location:

2416 Philadelphia Street

Indiana, Pa 15701

Work Hours:

Monday – Friday 7:00 am – 7:00 pm
Saturday 8:00 am – 3:00 pm
Sunday 10:00 am – 3:00 pm

(Must be flexible around the Solution Center hour)

Function: The Digital Team Lead is responsible for overseeing the daily operations and performance of the Solution Center's digital services team. This role focuses on guiding team members in delivering exceptional customer service, achieving individual and team goals, and ensuring adherence to operating policies and procedures. The Digital Team Lead also facilitates training, coaching, and operational improvements to enhance team performance and customer satisfaction.

Duties and Responsibilities:

• Uses a combination of Computer Inquiry Systems, Sales skills, product knowledge, and knowledge of policies and procedures to successfully operate a phone in an efficient and accurate manner, providing exceptional customer service on a variety of transactions, including the following:
  • Utilizing Computer Inquiry Systems to properly identify customers.

• Uses the following key sales functions to deliver exceptional customer service and ensure complete customer satisfaction, while meeting and exceeding established sales goals:
  • Successfully develops customer profiles and identifies their banking needs.
  • Closes business and performs follow-up calls to ensure customer satisfaction.
  • Builds warm but professional relationship with customers to help further define their needs and increase their loyalty to S&T Bank.
  • Uses a complete understanding of the S&T Bank Sales process and a comprehensive knowledge of S&T policies and procedures to successfully identify add-on selling opportunities and make recommendations to customers based on their needs.

• Works with multiple departments to implement second level approval on mobile deposits.
• Assumes responsibility for the efficient and effective operation of Solution Center - Digital by:
  • Ensuring that prescribed operating policies and procedures are followed as well as maintains/updates department procedures and FDIC/IA documentation.
  • Making recommendations regarding improved operating systems and procedures, changes in employment, salary and performance appraisals of department employees.
  • Delegating responsibilities and coordinating training of staff.
  • Coordinate cross-training schedules and assist with training when necessary.
  • Develop and maintain use of periodic employee coaching plans.
  • Performs special projects for management, utilizing a comprehensive understanding of the FIS system.
  • Fraud monitoring using the resources of CLEAR, FIG, & CLD departments to prevent fraud.

• Digital Team Lead duties include:
  • Responsible for the day to day hands on supervision and coaching of staff. Prepares daily work schedules and functions.
  • Assists in training new departmental employees.
  • Assists Solution Center – Internal & Digital Manager/Assistant Manager with employee issues; 90 day evaluations and year end evaluations.
  • Monitors live and recorded calls and coaches the staff on proper sales techniques, call flow and operational efficiencies.
  • Effectively writes and delivers detailed call specific feedback based on quality standards of the department.
  • Oversees daily reconcilement and review of multiple reports and accounts.
  • Resolves issues between internal customers and department staff.
  • Assists Solution Center – Internal & Digital Manager/Assistant Manager with facilitating operational procedures to staff.
• Performs outbound call campaigns as assigned. May call on new and existing customers to generate new business. Responsible for a variety of outbound calling, projects for marketing, digital: retail needs.
• Responsible for responding to Solution Center chats and email to online services email and risk payee emails.
• Utilizes the appropriate customer service/correspondence software to streamline and improve efficiency while conducting interviews with customers to determine financial needs. Follows up with customers by suggesting solutions that meet the customers stated and unstated needs.

• Responsible for Zelle enrollment, limit increase/d