Senior Banking Client Service Lead

Poppy; Roseville (CA); Presencial; USD 70.000 - 95.000; Jornada completa

Descripción de la vacante

Poppy Bank is seeking a Client Service Center Supervisor to oversee day-to-day operations, ensuring excellent customer service. The role requires in-office work in California and involves supervising staff, coaching on calls and written communications, and resolving complex client issues.

Ideal candidates have 5+ years in banking deposit operations, at least 1 year of supervisory experience, and strong MS Office skills.

Formación

• Minimum of 5 years of experience in banking deposit operations.
• Minimum of 1 year supervisory experience.
• Extensive experience in a client support role.
• Available to work a flexible schedule during operating hours.
• Excellent phone and verbal communications skills with strong listening and de-escalation abilities.

Responsabilidades

• Develop and implement training programs, provide ongoing coaching and support to Client Service Center Team.
• Monitor quantitative metrics of Client Service Center Representatives and suggest improvements.
• Monitor client service center calls and written communications, coaching staff to improve quality.
• Handle escalated calls to de-escalate complex client issues and inquiries.
• When volume requires, assist with client calls using standard guidelines.
• Maintain thorough knowledge of bank products and services and keep staff updated.
• Perform complex deposit operations back-office duties when not assisting clients on the phone.
• Accumulate minimum 10 hours CRA volunteer time per year; scheduled during business hours and compensable with mileage reimbursement.
• Other duties as assigned.

Conocimientos

Customer service

Supervisory experience

Communication

De-escalation

Microsoft Office

Herramientas

DNA system

Q2 system

Descripción del empleo

Poppy Bank is seeking a Client Service Center Supervisor to oversee day-to-day operations, ensuring excellent customer service. The role requires in-office work in California and involves supervising staff, coaching on calls and written communications, and resolving complex client issues.

Ideal candidates have 5+ years in banking deposit operations, at least 1 year of supervisory experience, and strong MS Office skills.