BB
BayCoast BankCustomer Service Supervisor
Customer Service Supervisor at BayCoast Bank overseeing teller operations and delivering high - quality customer service. Engaging with customers to resolve issues and enhance financial solutions.
About the role
- Assist Team Leaders with coaching, quality checks, and training initiatives to support team development.
- Handle student and parent inquiries when needed, ensuring accurate and timely resolution.
- Provide guidance on complex cases and collaborate with internal teams to resolve escalated issues.
- Monitor and report on team performance metrics, identify trends and areas for improvement.
- Maintain accurate documentation of customer interactions and support actions.
- Contribute to process improvement initiatives aimed at enhancing customer experience and operational efficiency.
- Stay updated on changes to systems, processes, and qualification-related policies.
- Demonstrate professionalism, empathy, and strong communication skills in all interactions.
- Lead training sessions for new hires and refresher programs for existing staff to maintain high service standards.
- Perform quality audits on customer interactions, provide feedback, and identify areas for improvement.
Requirements
- Proven experience in team leadership, preferably in customer service and or education line of business.
- Strong understanding of operational workflows and service delivery.
- Excellent communication and interpersonal skills.
- Proficiency in MS Word, Excel, and other relevant tools.
- Ability to coach and develop team members effectively, including delivering training sessions and refresher courses.
- Strong problem-solving and decision-making skills.
- Experience working in a fast-paced, dynamic environment.
- Adaptability to changing business needs and priorities.
- Experience in conducting quality audits, providing feedback, and driving continuous improvement initiatives.
Benefits
- Day 1 Health Care Coverage with up to 2 dependents
- Competitive Retirement Plan – Pearson doubles your contribution
- Volunteering Days and Employee Wellbeing Assistance
- Annual Pay Increase and Performance Bonus
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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