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Senior Banking Call Center Lead
Ref No.: 17-15198
Location: Lewisville, Texas
Position Type:Direct Placement
Start Date: 11/22/2017
Alluvion is currently hiring for Senior Banking Call Center Lead for a direct hire opportunity in Lewisville, TX.

Primary Characteristics
The Client Solutions Senior Lead will provide customized service solutions and anticipate client needs to provide resourceful service and optimize cross-sell opportunities. This role will also provide leadership to a team of Client Solutions Relationship Representatives by conducting training, providing information, resolving problems, and assisting with escalated issues.

Essential Functions
  • Maintain quality service to all clients by answering product and service questions, cross-selling related products and services, and being courteous and responsive to all clients' needs
  • Handle specialty calls such as HELOC, SCRA, credit bureau, and/or Infiniti Banking
  • Take presidential and high priority calls
  • Maintain client records by verifying and updating account information
  • Resolve product or service problems in a timely manner by listening, determining the cause of the problem, selecting, and explaining the best solution to solve the problem; expediting the solution and following up with the client
  • Maintain bank operations by following established policies and procedures and reporting needed changes while complying with Federal, State, and Local Banking regulations
  • Contribute to team effort by answering client phone calls in a timely manner
  • Take ownership in problem resolution of complex and/or escalated client service issues requiring research/tasks and calls back with resolution or via written correspondence
  • Provide on-the-job training for new hires
  • Contribute recommendations for procedural changes
  • Identify appropriate cross-sale opportunities
  • Drive client experience and build strong client relationships
  • Initiate client follow up regarding complex issues until resolution is achieved
  • Handle highest queue priority calls
  • Fulfill service transactions of all types
  • Coach Client Solutions Relationship Representatives by providing guidance and support on escalated calls
  • Provide specialized and remedial training to Client Solutions Relationship Representatives
  • Communicate with other departments to research, consolidate, and disseminate information
  • Complete all duties as assigned

Knowledge, Skills, And Abilities Requirements
  • Basic math, clerical, and typing skills
  • Full knowledge in the use of a personal computer
  • Ability to handle multiple tasks while maintaining a high level of service
  • Ability to understand and retain product and service knowledge
  • Effective verbal and written communication skills. Capable of tailoring communication to each unique situation.
  • Active listener that can ask necessary questions in order to clarify any ambiguity
  • Demonstrates proficient product knowledge and schedule adherence
  • Consistently meets call time, cross sell, and quality standards
  • Demonstrated proficiency with all specialized client service areas
  • Extensive knowledge of all EverBank product and service offerings with a focus on how each product fulfills client needs and how to position the benefits of each product to clients and design solutions to solve clients' problems
  • Extensive knowledge of the EverBank organizational structure, client service channels, (online and telephone) and product delivery channels to effectively refer and advise clients
  • Ability to develop and strengthen partnerships throughout the company, share knowledge, and collaborate to solve problems
  • Ability to offer products as an extension of client service and a way to solve clients' problems
  • Proactively seeks to increase client satisfaction and solutions to retain clients
  • Strong, proven leadership ability including coaching, training and teambuilding
  • Good research and investigative techniques
  • Demonstrates self-starter behavior and consistently identifies cross-sell, up-sell, and referral opportunities
  • High level of forethought, discretion, and decision making ability within level of authority

Training And Experience
  • High School diploma or equivalent required
  • Five (5) years or more experience in a client service or call center environment required
  • One (1) year in a leadership role in a call center environment preferred
  • Banking or mortgage client service experience preferred