First Bank is currently seeking a Customer Service Operations Team Leader. A Customer Service Operations Team Lead is a working supervisor position that plays a pivotal role in ensuring exceptional service delivery to both internal and external banking customers. This position oversees the team responsible for and takes part in customer support, operational troubleshooting, document processing, fraud tracking, and reporting.Duties include:Supervision:
Monitor team and departments activities to confirm adherence to policies and procedures
Supervise staff and exercise the usual authority of a Team Lead concerning staffing, performance reviews, promotions, disciplinary action, salary recommendations, and terminations
Coach staff to meet and exceed position expectations by providing feedback and guidance
Work closely with Deposit Operations Team Lead to collaboratively ensure all work is being completed
Internal and External Customer Service:
Provide exceptional service to banking clients by phone and email
Assist customers with account inquiries, transaction issues, and debit card and digital banking support
Serve as a resource for internal staff by resolving operational questions, system issues, and workflow bottlenecks
Collaborate with staff to ensure timely support and issue resolution
Document and escalate unresolved internal or external fraud and service issues appropriately
OnBase Queue Management
Monitor and manage OnBase queues for timely processing of financial documents and requests (i.e. maintenance forms, debit card requests, etc.)
Index and route documents in accordance with bank workflows and regulatory standards
Shazam Workflow Tracking
Utilize Shazam to manage fraud alerts, card issues, transaction disputes, and escalations
Ensure accurate and timely data entry for case tracking and resolution
Reporting
Generate, retrieve, and review various reports to ensure applicable characteristics are met, escalating if needed
Analyze data to identify trends, improve service delivery, and support strategic decision-making
Other:
Crosstrain and assist Deposit Operations as needed
Assist others within the department with overflow projects
Other duties as assigned
Qualified candidates would have at minimum an associate's degree in business, accounting, or related field preferred or equivalent experience and at least 3 years of experience in banking operations, customer service, or internal support roles. Being customer service oriented, knowledgeable of banking regulations, and having excellent communication, leadership, and problem-solving skills are needed for the position. The ability to analyze data and make informed decisions, high attention to detail, organizational skills, and experience with Microsoft Suite are also important.If you feel this position would be a fit for you, apply online today!EOE, including disability/vetsFirst Bank is committed to our employees and customers. We believe our employees are our greatest resource and are fortunate to have quality employees who dedicate their time and effort to making First Bank a leader in our banking communities. To our team members we offer the following benefits: Health Insurance, dental Insurance, vision insurance, pre-tax flexible spending accounts, group term life insurance, dependent life insurance, short and long-term disability, 401k/ESOP with employer match, paid holidays, paid vacation time, paid sick time, and a wellness program.
