Regional Customer Care Team Lead | Edwardsville
- Employer
- Busey
- Location
- Edwardsville, IL
- Salary
- Open
- Posted
- Aug 18, 2024
- Closes
- Oct 03, 2024
- Ref
- JR100460
- Specialty
- Bank Service Provider, Retail Banking/Branches
- Type
- Full Time
Position Summary
The Regional Customer Care Team Lead will serve as a leader for the Customer Care team, earning trust and loyalty through unparalleled service. The Regional Team Lead will effectively coach their team to ensure service excellence and exceptional performance.
Duties & Responsibilities
Education & Experience
Knowledge of:
Ability to:
Education and Training:
Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey’s commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey’s Equal Opportunity Employment.
The Regional Customer Care Team Lead will serve as a leader for the Customer Care team, earning trust and loyalty through unparalleled service. The Regional Team Lead will effectively coach their team to ensure service excellence and exceptional performance.
Duties & Responsibilities
- Coach, mentor and manage regional team
- Lead new hire, and recurring, training sessions for Customer Care
- Identify system and workflow improvements to enhanced efficiency and experience
- Resolve and respond to escalated customer issues
- Monitor and follow-up on Net Promoter alerts
- Report on Customer Care performance metrics to ensure that service standards are being met
Education & Experience
Knowledge of:
- Advanced knowledge of line of business policies, procedures and products
- Advanced knowledge of web browsers, social media platforms and mobile devices
- Strong understanding of roles and responsibilities of employees and operations of a call center
- Have or the ability to obtain a Busey account
Ability to:
- Provide specialized support
- Manage and respond to support requests via live chat, email and social media
- Troubleshoot advanced customer issues/requests
- Possess strong interpersonal, written and verbal communication skills
- Analyze and solve problems efficiently and accurately
- Ability to maintain confidentiality
- Excellent active listening and coaching skills
- Ability to manage time utilizing good judgement and initiative in organizing and prioritizing workload
- Ability to mentor and coach staff to positive customer satisfaction
- Maintain and compile data and statistics for records and reports
Education and Training:
- Requires High School Diploma; some college preferred
- Requires knowledge of Microsoft Office and Microsoft Excel
- Previous banking and customer service experience
- Prior experience in roles identifying customer needs to expand relationships while offering outstanding service
- 1-2 year’s experience in training or coaching role is preferred
- Previous experience in call center management preferred
Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey’s commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey’s Equal Opportunity Employment.