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Banking Call Center Supervisor

Severn Bank Annapolis ,MD
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

The Banking Call Center Supervisor is responsible for the daily operations of the Call Center Staff and ensuring exceptional service and response time to Severn’s customers. This staff is responsible for client support for both retail and business online banking clients, cash management operations and project support. All inbound online banking calls will be directed to the Call Center. In addition, the Call Center will support Business Online Banking related activities from installation to servicing.

Primary Functions:

  1. Responsible for managing staff and working directly with clients either by telephone, electronic correspondence or face to face meetings. Responds to all elevated issues.
  2. Manages the time frames of client installations for the department and is responsible for a portion of client system setups, client training and ongoing serviceability of Treasury Management products such as ACH Origination, Bill Pay, online Wire Transfer origination, Remote Deposit Capture and Mobility.
  3. Responsible for prompt service ability of all incoming Treasury Management client inquiries along with Treasury Management client correspondence received through designated toll free line or email address.
  4. Responsible for providing support to the Relationship Manager’s and Branch network in the sale of Treasury Management products and services.
  5. Respond promptly to client inquires and resolves while providing exceptional customer service.
  6. Handle and resolve client issues by obtaining and evaluating all relevant information needed to handle inquires and complaints.
  7. Track issues using a case management system within CRM.
  8. Perform client verification in order to service the needs of clients.
  9. Direct request and unresolved issues to the designated resource within the Bank or to work with the Bank’s core processing center to resolve the issues.
  10. Record details of actions taken to resolve issues while identifying the potential effects on other clients.
  11. Communicate and coordinate with other internal departments.
  12. Follow up with customers to meet KARE Service Principles.
  13. May assist in the development, pricing, evaluation, implementation of new cash management related products.

 

The minimum level of education and experience for this position includes:

Bachelors Degree or equivalent work experience required.

  • 5 yrs experience in a call center, client service type environment or cash management operational department ;
  • 3 yrs supervisory experience within a call center environment;
  • Strong communication skills
  • Ability to problem solve and offer solutions outside the box
Company Description
If you would like to work for a vibrant company committed to the betterment of Anne Arundel County and the success of its employees, consider coming to work for Severn.

Severn Bank is a full-service community bank offering a wide array of personal and commercial banking products as well as residential and commercial mortgage lending. It has assets exceeding $820 million and seven branches located in Annapolis, Edgewater, Glen Burnie, Severna Park, Crofton and Lothian. We offer a competitive compensation package as well as a chance to work locally for a large professional organization. Interested candidates should apply on our website. Severn is an Equal Opportunity Employer of Minorities/Females/Vets/Disability.

Severn Bank

Why Work Here?

Great Benefits and Growth Potential! Amazing Team Culture!

If you would like to work for a vibrant company committed to the betterment of Anne Arundel County and the success of its employees, consider coming to work for Severn. Severn Bank is a full-service community bank offering a wide array of personal and commercial banking products as well as residential and commercial mortgage lending. It has assets exceeding $820 million and seven branches located in Annapolis, Edgewater, Glen Burnie, Severna Park, Crofton and Lothian. We offer a competitive compensation package as well as a chance to work locally for a large professional organization. Interested candidates should apply on our website. Severn is an Equal Opportunity Employer of Minorities/Females/Vets/Disability.

Address

Annapolis, MD
USA

Website