Great Western Bank Phone Bank Supervisor in Sioux Falls, South Dakota

General Description and Essential Functions

Provide superior customer satisfaction and retention by successfully identifying, researching, and resolving customer issues and inquiries. Maintain a well-developed working knowledge of the bank products and services offered and demonstrate sound judgment and decision-making skills while providing mentorship and leadership. This position may provide supervision to team members.

  • Act as the Subject Matter Expert (SME) for the department

  • Provide information regarding products and services on client accounts through proper client verification

  • Utilize operational departments within the bank to expedite and resolve issues efficiently

  • Resolve escalated and complex non-routine issues with little or no Management assistance, while ensuring compliance with regulations and audit standards.

  • Identify and report instances of possible fraud such as debit card fraud, kiting and identity theft.

  • Achieve individual and departmental goals by promoting and cross-selling bank products

  • Adhere to and enforce compliance regulations and communicate Great Western Bank policies and procedures

  • Assist in preparing and/or conducting department training meetings.

  • Conduct monthly Quality Assurance reviews

  • Ability to troubleshoot system issues as they arise

  • Assist Call Center Manager with staff recruiting, retention efforts, coaching and development

  • Take calls, conduct basic teller operations utilizing the Interactive Teller Machine and reply to and resolve customer service correspondence

  • Provide leadership to team members through individual/group training, team meetings and 1:1s.

Job Expectations

  • Assist with staff scheduling.

  • Flexibility to adapt and work in a fast-paced and changing environment.

  • High level of professionalism with internal and external customers

  • Department goal tracking and reporting

  • Comprehensive understanding of banking regulations and Federal Reserve rules, as well as Bank policy as it relates to Deposit Operations.

  • Perform other job-related duties or special projects as assigned.

Qualifications/Experience

  • High school diploma or equivalent required, bachelor degree preferred.

  • 4+ years of banking, telemarketing and/or banking systems experience preferred.

  • Training experience; ability to train policy and procedures effectively.

  • Leadership skills and capabilities.

  • Dependable and able to work within specific time constraints.

  • Ability to prioritize multiple tasks in a deadline-driven environment; possess strong sense of urgency and responsiveness and be held to minimum production standards

  • Advanced computer skills with good working knowledge of Microsoft Office and internet.

  • Capable of accurate data entry/transaction processing.

  • Excellent written and verbal communication skills.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.