Job description

*** This is a Hybrid role - Initially Remote***

Primary responsibilities include:

• Inviting applications for the role of Front line Managers Brief Description
• First level support for general inquiries and customer support, including:
• Inbound voice servicing inclusive of prospects and existing customers
• Maturity date; Yield rate
• How to transfer money from one account to another
• How to link a new account; how to use virtual platform
• How to apply / Benefits
• Complaints handing; High Risk customer service; Technical queue; Resolutions
• Processing of money movement
• Recognize individual customer service needs and resolve any partner concern enquiry
• Coaching & Mentoring team to provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred
• Ability to handle complaints and customer concerns where appropriate
• Excellent customer service, negotiation and social skills with the ability to recognize and support the specific needs of the most vulnerable customers
• Keen to progress to other levels and will consistently self-assess your own & teams’ performance against agreed targets by working closely with your Operations leads
• Work effectively with a team, recognizing how teams can deliver great results

Responsibilities include:

• Responsible to lead 15 Deposits Advisers.
• Lead customers through a variety of channels including telephone (both inbound and outbound), internet chat and written correspondence
• Constant monitoring, coaching and development of designated Customer Service Advisors
• Expected to acquire detailed knowledge of product ranges and excellent service and sales skills to enable them to provide service excellence and progress sales opportunities when appropriate.
• Ensure your team offers an excellent level of customer service, pro-actively serve customers across their product portfolio, cross-sell additional products and resolve a wide range of common, customer enquiries across the product range.
• Coach & mentor agents to follow clear instructions and guidelines to resolve customer enquiries. These guidelines will also prompt the agent to promote and sell appropriate products, including insurance-based products.
• Liaison with training team to enable your team to build rapport and determine appropriate solutions for the customer.
• Collaborate with colleagues across multiple departments in order to provide a high-quality service to customers Qualifications Minimum qualifications
• Any Graduates (preferably non B.techs)
• Minimum of 24 months experience in contact/call centre in leading team customer service and/or sales area
• Excellent communication and interpersonal skills
• Good written& negotiation Skills
• Flexibility of shifts and to work overtime hours as per business requirements.
• Commitment to performance excellence or doing a phenomenal job
• Results Oriented & Phenomenal teammate
• Analytical & problem-solving skills
• Multi-tasking &Stress management abilities
• Ability to maintain high levels of confidentiality and data security standards
• Work through multiple tasks with minimal direction Preferred qualifications
• Customer Service within banking operations and/or retail banking experience.

Job Type: Full-time

Pay: $60,000.00 - $63,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Atlanta, GA 30350: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Front line Managers: 3 years (Required)
• Leadership: 3 years (Required)
• coaching: 3 years (Required)
• Call center management: 3 years (Required)
• Deposits: 3 years (Required)
• Banking: 5 years (Required)

Work Location: In person

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