Customer Support Supervisor

1st Source Bank

(South Bend, Indiana)
Full Time
Job Posting Details
About 1st Source Bank
Founded in 1863 in South Bend, Indiana, 1st Source has offered clients a convenient and friendly way to bank for over 150 years. At 1st Source, we’ll listen to you, understand your needs and always keep your best interests in mind.
Summary
Responsible for Supervising the Customer Support team in Treasury Services, providing quality service to clients via telephone, responding to both internal and external customers, and assisting in customer needs and problem resolution. ### Heading ###
Responsibilities
* Responds to both external and internal customer inquiries ensuring that all needs are met and handled appropriately during their initial contact. * Responsible for servicing and training existing and new customers via telephone and new product requests. * Asks targeted questions to gather information and solve technical customer issue including PC support (hardware and software issues). * Handles escalated issues from Customer Support Representatives * Manages cases opened; escalates those cases as needed to Product Manager or IT Leads, documents solutions to these issues and ensures knowledge is passed on to Customer Support Reps * Consistent delivery of products and services with the objective of enhancing customer loyalty and expanding customer relationships while working within the service standards for response time. * Uses product, procedure and policy knowledge to make effective recommendations to customers to resolve initial technical and product issues. * Effectively works individually and in a team environment. * Develops customer rapport and discovers customer needs. * Responsible for the supervision of assigned staff, performance appraisals, promotions, salary recommendations, and terminations.
Ideal Candidate
* College Degree preferred. Certifications such as AAP beneficial. **Experience/Skills** * Experience in a Call Center required * Two (2) or more years of customer service center experience in a financial institution preferred * Previous Supervisory experience preferred * Ability to work in a team atmosphere. * Excellent communication skills, within an environment of heavy phone-based interaction. * Strong problem-solving skills. * Strong organizational and time management skills to perform multiple tasks within a limited time frame. * Ability to treat people with respect under all circumstances, instills trust in others, and upholds the values of the organization. * Computer skills (Word and Excel); ability to navigate through various software and systems.

Questions

Answered by on
This question has not been answered
Answered by on

There are no answered questions, sign up or login to ask a question

Want to see jobs that are matched to you?

DreamHire recommends you jobs that fit your
skills, experiences, career goals, and more.