Bankcard Customer Team Lead - Jefferson City, United States - Central Bank

Description

Job Description

Duties include but not limited to:

Handles internal and external customer issues and questions Processing Customer Support, Overdraft Access and Bankcard daily work.

Check back/follow up with Customer Support, Overdraft Access and Bankcard daily work.

Assist Customer Support staff with questions Deescalate distraught customer phone calls. Write/Update/Review Customer Support, Overdraft Access, and CIF procedures.

Training or overseeing training of new employees.

Works on some special projects or researching customers' requests as needed.

Responds to account inquiries, able to answer questions about accounts, products and services.

Has an understanding of our rates, special promotions, and all products.

Understand and maintain department files Has authority to make a decision benefiting the customer and not jeopardize the department or bank ( refunding service charges,).

May assist in preparing reports pertaining to their assigned work.

Takes time to bring their concerns to the Assistant Manager or Manager.

Able to communicate effectively with co-workers and supervisors.

Has contact with every area of bankcard, and all our affiliates.

Responsible for compliance with all banking regulations, which are applicable to the job.

Assist with managing day-to-day departmental operational workflows.

Ensure staff/department is processing work in a timely manner.

Responsible for training of new employees, and maintaining procedures/manuals.

Responsible for assisting team members with questions and research.

Provides superior customer service to both internal and external customer, via telephone and written communication, while exhibiting Central Bank's Legendary Service Standards.

Requirements

Must be able to multi-task and prioritize projects and customer issues.

Strong ability to de-escalate customer / employee situations.

Self-motivated and employee motivating skills.

Superior attention to detail skills required Strong organizational and time management skills.

Adapt to change and fast pace/high stress job environment.

High School Diploma or equivalent required.

College education is preferred.

Relevant banking experience is preferred.

Previous telephone and direct customer contact skills are required.

Must be able to learn and adapt to multiple processing systems.

Excellent oral, email and written communication skills.

Strong analytical and problem-solving skills required.