Customer Service Supervisor - Treasury Services

Responsibilities
Team Leadership: Supervise, mentor, and motivate a team of Treasury Services customer service representatives, providing guidance and support to enhance their performance and development.
Operational Oversight: Monitor inbound call operations, ensuring compliance with departmental policies and procedures, and maintaining high standards of customer service.
Performance Management: Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve team capabilities and service delivery.
Quality Assurance: Develop and implement quality assurance processes to assess call quality, ensuring that representatives adhere to best practices and provide accurate information to clients.
Customer Experience: Act as an escalation point for complex customer inquiries, resolving issues promptly and ensuring client satisfaction.
Reporting and Analysis: Generate reports on team performance metrics, customer feedback, and operational efficiency, utilizing data to identify areas for improvement.
Collaboration: Work closely with cross-functional teams, including training, compliance, and product management, to enhance service offerings and address client needs.
Continuous Improvement: Identify and recommend process improvements to enhance operational efficiency and client satisfaction within the Treasury Services department.

Qualifications
To be successful in this role, we’re seeking the following:

Minimum of 3 years of experience working in a financial institute’s customer service department, with at least 1 year in a supervisory role – preferably as part of the Treasury Services department.
Strong understanding of banking operations, particularly in transfer-related services.
Excellent communication and interpersonal skills, with the ability to foster a positive team environment.
Proficient in call center technologies and software; experience with CRM systems is a plus.
Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
Ability to work independently and manage multiple priorities in a fast-paced environment.