<p>This individual is directly responsible for the day-to-day management of the business services team within the corporate customer service center. The incumbent is responsible for ensuring that team members adhere to expected levels of service and provide a superior level of support to our business customer base.</p> <p>Manages Inbound Business Call & Email Activity</p> <ul> <li>Manages the overall performance of multiple business customer support specialists. </li><li>Ensures a superior level of customer service by monitoring customer/agent interactions and/or requests. Also ensures team members are following the appropriate service standards when dealing with bank customers. </li><li>Handles scheduling to ensure adequate staff coverage and monitors volumes and trends to maximize utilization. </li><li>Works to gain efficiencies in processing and procedures to maximize first call resolution whenever possible. </li><li>Handles the most complex customer complaints and problems without assistance by making independent decisions. Can instill a sense of confidence with these customers based upon accurate content and confident delivery. </li><li>Maintains a comprehensive knowledge of bank products, services, policies, and procedures to ensure regulatory and compliance requirements are consistently adhered to. </li><li>Ensures bank and departmental quality of service by identifying common/recurring problems, making recommendations for improvement, and working with appropriate teams within the bank for analysis and possible implementation of resolutions or changes. </li><li>Must be able to motivate, encourage and retain staff. </li></ul> <p>Recruitment, Staff Development and Quality Assurance</p> <ul> <li>Assists with the recruiting process and training of new staff members. </li><li>Manages performance deficiencies and regularly provides both formal and informal feedback to Business Service Specialists. </li><li>Responsible for consistent performance evaluations of team members. </li><li>Maintains strong communication and coaching skills to ensure performance feedback is consistently provided through regularly scheduled and on the spot observations. </li><li>Holds self accountable for team's performance by providing resources, support, and clear and concise performance standards. </li></ul> <p>PROBLEM SOLVING & DECISION MAKING:</p> <ul> <li>Is responsible for reporting service trends or patterns found in customer escalations to senior management in a timely manner. Has the authority to act upon these escalations and make policy exceptions to ensure customer satisfaction. </li><li>Is responsible for identifying, analyzing, and resolving the more complex customer impact situations by making sound decisions, which compare customer satisfaction requirements against the associated exposure to the bank. </li><li>Communicates with various business partners and senior management to support, strategize and facilitate objectives for quality and process improvement initiatives. </li></ul> <p>Performs additional duties as needed</p> <p>REQUIREMENTS:</p> <p>Education and Experience</p> <ul> <li>Bachelor's Degree or related knowledge/skills base gained through experience preferred. </li><li>Strong service background required. </li><li>Supervisory experience required. </li><li>A minimum of two years experience in retail banking, customer service and/or operations. </li></ul> <p>Skills/Knowledge</p> <ul> <li>Proven management skills. </li><li>Strong problem resolution skills. </li><li>Excellent verbal and written communication skills, organizational, and interpersonal skills required. </li><li>Knowledge of Call Center technologies and Microsoft applications is a plus. </li><li>Possesses an advanced level understanding of the FIS Banking systems a plus. </li></ul>