Banking Call Center Team Lead – Customer Care

American National Bank; Mesquite (TX); On-site; USD 55,000 - 70,000; Full time

Job summary

American National Bank seeks a Customer Care Unit Supervisor to oversee a centralized CCU handling sales, service, and loan apps via phone and internet. The role is on-site in Mesquite, TX, ensuring daily call center operations with strict adherence to bank policies.

You will coach staff, manage scheduling, monitor performance, and maintain audit/compliance while driving customer satisfaction and accurate reporting.

Qualifications

• High School diploma or GED required.
• 6+ years experience in customer service.
• 2+ years leadership experience.

Responsibilities

• Coordinate day-to-day call center operations and enforce company policies.
• Participate in staffing interviews, selections, and scheduling; conduct coaching and performance reviews.
• Ensure audit, compliance and internal controls are maintained to manage risk.
• Resolve escalated customer service issues with timely, effective decisions.
• Coach and develop staff to meet departmental goals and bank standards.
• Understand systems, reports, and processes to provide balanced feedback and development.
• Organize staff meetings to discuss performance and information sharing.
• Work on site at bank premises.

Skills

Microsoft Excel

MS Word

Keyboarding

Simple Math

Written Instructions

Education

High School diploma or GED

Tools

Calculator

Job description

American National Bank seeks a Customer Care Unit Supervisor to oversee a centralized CCU handling sales, service, and loan apps via phone and internet. The role is on-site in Mesquite, TX, ensuring daily call center operations with strict adherence to bank policies.

You will coach staff, manage scheduling, monitor performance, and maintain audit/compliance while driving customer satisfaction and accurate reporting.