This individual is responsible for direct leadership of the consumer inbound call and/or chat activities of the corporate customer service center.  Oversees, develops, and implements strategic plans and operational policies to enhance both the customer and employee experiences.

Major Responsibilities:

A.  Manages Inbound Consumer Call and Chat Activity

• • Manages the performance of multiple customer support specialists for call and/or chat activity
  • Ensures a superior level of customer service by monitoring customer and agent interactions and/or requests, ensuring team members are following and meeting the appropriate service standards when dealing with bank customers.
  • Ensures the satisfaction of customers by continuously monitoring volumes in the assigned area of responsibility, by scheduling assigned Team members to meet service level targets while maximizing their utilization.
  • Works to gain efficiencies in processing and procedures to maximize first call resolution whenever possible.
  • Handles the most complex customer complaints and problems without assistance by making independent decisions. Can instill a sense of confidence with these customers based upon accurate content and confident delivery.
  • Maintains a comprehensive knowledge of bank products, services, policies, and procedures to ensure regulatory and compliance requirements are consistently adhered to.
  • Ensures Bank and departmental quality of service by identifying common/recurring problems, making recommendations for improvement, and working with appropriate teams within the bank for analysis and possible implementation of resolutions or changes.
  • Must be able to motivate, encourage and retain staff
  • Ensures all operational responsibilities of team meets service level standards
  • Maybe responsible for rotating weekend and evening coverage as needed

B.  Recruitment, Staff Development and Quality Assurance

• Assists with recruiting and succession planning to ensure proper staffing and retention is always maintained.
• Manages performance deficiencies and regularly provides both formal and informal feedback to Customer Service Specialists.
• Responsible for consistent performance evaluations of team members
• Maintains strong communication and coaching skills to ensure performance feedback is consistently provided through regularly scheduled and on the spot observations.
• Holds self accountable for team’s performance by providing resources, support, and clear and concise performance standards.

C. Performs additional duties as needed

3. PROBLEM SOLVING & DECISION MAKING:

• Is responsible for reporting and acting upon customer service trends found in customer escalations or daily operations to Call Center management.  Has the authority to make policy exceptions to ensure customer satisfaction.
• Is responsible for identifying, analyzing, and resolving the more complex customer impact situations by making sound decisions, which compare customer satisfaction requirements against the associated exposure to the bank.
• Communicates with various business partners and senior management to support, strategize and facilitate objectives for quality and process improvement initiatives.

4.   REQUIREMENTS:

Education and Experience

• Bachelor’s Degree or related knowledge/skills base gained through experience preferred.
• Strong service background required
• Call center supervisory experience required
• A minimum of two years experience in retail banking, customer service and/or operations.

Skills/Knowledge

• Proven management skills.
• Excellent communication, organizational, and interpersonal skills required.
• High level of knowledge of Call Center technologies and Microsoft applications.
• Bi-lingual skills desired, but not required.
• Possesses an advanced level understanding of the FIS Banking systems a plus

Committed. Inclusive. Courageous. Eastern Bank has built a legacy of investing in the communities we serve and helping our customers, communities and employees thrive and grow. We pride ourselves in having knowledgeable and experienced professionals that can provide the expertise, personal attention and service our customers deserve.

As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us.