Mid-Shift Customer Service Center Supervisor - Fargo, ND

Company: Bell Bank
Location: Fargo
Posted on: September 24, 2022

Job Description:

Mid-Shift Customer Service Center Supervisor - Fargo, NDIf you like to work with people in a family atmosphere, enjoy great benefits and provide unequaled personal service to every customer, consider a career with Bell Bank.Company Information:Bell Bank was founded in 1966 and headquartered in Fargo, North Dakota and has more than $10 billion in assets. Bell is the 9th largest privately owned bank in the nation. Bell Bank has full-service banking locations in North Dakota, Minnesota and Arizona and are actively expanding in the Phoenix market. Bell has empowered more than $18 million in charitable giving through its unique Pay It Forward initiative, through which every employee chooses each year how to help individuals, families and organizations in need. Bell Bank has been recognized as a top workplace by American Banker, Forbes and Fortune. If you want to work for an established, growing, forward-looking organization with world-class employees, this is the place for you. Let Bell Bank be your destination workplace.Bell's Values:As stewards, dedicated to the growth and reputation of this independently owned organization, we are committed to:

• Promoting and sustaining our family atmosphere.
• Providing unequaled personal service to each and every customer.
• "Paying it forward" by giving back to the communities we serve.Our Bottom Line:Happy Employees! Happy Customers!Job Summary:This position leads a team in the day-to-day operations of the Customer Service Center including, but not limited to, supervisory functions, training, handling overflow communication through all digital channels, escalated service issues, and other management/leadership activities. Primary shift will be Monday through Friday 9am to 6pm with a rotating Saturday. Primary Duties:Leadership Expectations:
  • Define and delegate work responsibilities with clear, consistent expectations and desired outcomes.
  • Demonstrate both knowledge and application of Bell Bank policies, procedures, and guidelines.
  • Demonstrate the ability to take charge, make unpopular decisions, if necessary, and face difficult situations professionally.
  • Facilitate and support change within the Bell Bank system.
  • Demonstrate commitment to continuous learning personally and for the team.
  • Demonstrate the ability to work effectively with different types of personalities within the Bell Bank team.
  • Remain available as a resource to Customer Service Center team through various channels.Functional Requirements:
    • Assist in daily Customer Service Center activities where necessary during high volumes or staff scheduling challenges.
    • Monitor communication and coach staff performance compared to company values and position expectations.
    • Investigate and resolve problems for employees and customers via telephone or in person. Provide courteous, accurate, and efficient assistance to customers regarding their accounts.
    • Research processes for appropriateness/efficiency and propose time/cost saving improvements to manager.
    • Coordinate standard training for specialists on a continual basis to ensure consistency in customer service. Identify additional individual or group skill/knowledge gaps and facilitate training and mentoring as needed.
    • Review and maintain knowledge of bank communications. Ensure specialists have read and understood bank communications.
    • Proactively communicate departmental activities such as service issues, project activities, escalations, etc. to manager, as appropriate.
    • Analyze and determine optimum staffing levels depending on call volume trends, and partner with the manager to determine staffing and hiring needs.
    • Lead staff functions including personnel actions such as hiring, scheduling, assignment of workflow, training coordination, performance appraisals, and other personnel situations.
    • Monitor and evaluate employee performance and provide consistent and timely feedback.
    • Ensure accuracy in customer transactions through performance monitoring, error tracking, and partnering with other business units to accept and provide feedback in a professional manner.
    • Work with each specialist to ensure they meet or exceed all performance goals as outlined for their position.
    • Assist in maintaining policies and procedures relating to all customer service center functions, to ensure excellent service.Provide courteous, accurate, and efficient assistance to customers.Work effectively with other departments as necessary for customer inquiry/problem resolution.Maintain knowledge of all products and services offered by Bell Bank, and other general bank information required for assisting customers and specialists with questions required for quality service.Analyze and resolve service and technical problems quickly in a demanding environment.Work flexible hours outside of standard shift to support the department needs.Verbalize and demonstrate knowledge of procedures for maintaining security, confidentiality, and integrity of employee and customer information.Know by name and face as many customers and employees as possible, calling them by name as often as possible.Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.Know, understand, and live the company values and bottom line.Perform other duties as assigned.Job Skills Required:
      • Two year degree in business, service or related field, or equivalent experience.
      • Minimum two years of experience in call center environment preferred.
      • Supervisory experience, including interviewing, hiring, training, delegation and performance appraisals.
      • Experience in banking is preferred.
      • Knowledge of personal computers and related software programs including, but not limited to, Windows, Microsoft Office, and the most common web browsers and the ability to effectively use them.
      • Excellent verbal and written communication skills.
      • Ability to effectively handle conflict and work under pressure.
      • Ability to listen, evaluate and exercise independent judgment with minimal supervision.Location:
        • Fargo, NDBell Bank provides competitive compensation and an excellent benefits package. Bell Bank Equal Opportunity Employer PI191441715

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