Bank Contact Center Supervisor

Our Headquarters located in Downtown Los Angeles is seeking a Contact Center Supervisor to manage daily activities in our Sales and Contact Center. This well-organized self-starter will report to the VP, Operations with a dotted line to the Client Services Manager on matters pertaining to the review and analysis of online account opening and digital services related reports in order to recommend and implement service standard enhancements. Ensure thorough oversight of the customer service and sales area through the Bank’s Contact Center utilizing multiple digital channels (Live Chat, Video Banking, Audio, etc.). Delivers exceptional customer service virtually and provide overall guidance and support to the Bank’s Contact Center personnel. Plan and schedule activities with staff and provide assistance with customer inquiries on business and consumer products and services; assist with digital account opening; upsells and cross-sells Bank’s products; conduct research for customer issue resolution in accordance with Bank policies and procedures. Supervise outbound marketing calls for customer engagement and upselling of products and services. Support department objectives through direct customer interactions, adhering to quality standards and performing administrative tasks. Ensure compliance with bank policies and procedures and federal and state regulations. Responsibilities include:

• Ensure compliance with Bank’s standardized operational policies, procedures, forms and new programs in the Bank’s Contact Center.
• Provide excellent internal and external customer service and operational quality in support of established SBIC standards.
• Supervise personnel in the day-to-day Bank’s Contact Center activities. Provide support to staff and engage with customers through the Bank’s digital channel (Live Chat, Video, or Audio/Phone Calls), as required.
• Manage complex issues for both business and consumer customers, online account opening, mobile and online banking, and debit cards. Establishes and demonstrates high-level professional standards in the Bank’s Contact Center. Review daily tasks of staff; monitors and checks work for precision, clarity, and completeness; produces quality results.
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• Research complex issues and ensures satisfactory customer resolution. Assists with the resolution of technical and tactical issues related to online account opening and other digital services.
• Work with direct reports to meet sales and service targets for the Bank’s Contact Center in alignment with overall Bank strategy.
• Train employees on Bank products and services and ensure they are able to explain the features and benefits of the Bank’s products and services in order to efficiently provide customer service.
• Manage the Bank’s online account opening platform. Ensure proper follow-up on business leads to generate new deposit accounts.

SKILLS:

• High School Diploma/GED or equivalent
• 5+ years of banking experience; preferably in a Contact or Call Center or Branch
• Knowledge of FIS core banking application and sub-system
• Excellent verbal and written communication skills
• Excellent customer service skills and ability to work well independently and in teams.
• Must be well organized and self-driven to meet deadlines

Starting Salary Range: $26.00 - $32.00

SBIC is an Equal Opportunity Employer