Overview:

The Customer Success Team Lead uses a relationship-based sales approach to identify customers’ needs, clarify information, research issues, and provide solutions and/or alternatives. The Customer Success Team Lead’s primary responsibility is to respond to incoming telephone calls and monitor online account applications - serving as backup for the Customer Success Manager and Customer Success Specialists. The bilingual Customer Success Team Lead is able to read, speak, and write Spanish fluently.

Responsibilities:

Responds to incoming telephone calls, serving as a backup for emails, appointment requests and live online chat requests in a timely and efficient manner while striving to surpass industry response time standards all in a cordial and outstanding manner

Answer customer inquiries promptly and correctly including but not limited to transaction accounts, CDs, IRAs, consumer loans, electronic banking, ATM / Debit questions, rates, and promotions

Serve as a primary touch point for Customer Success Specialists questions

Monitoring, verification, and assignment of all online accounts working closely with security.

Monitor oFlow (Online Account) maintenance to new incoming accounts and ensure consistent outreach

Remain vigilant and work closely with Security to intercept any suspicious account/online activity preventing the bank from any loss

Open and fund QwickRate CD’s for Finance and Accounting in a timely and precise manner

Attend, participate, and request regular training to improve knowledge and performance level

Complete and authorize wire transfer requests from customers over the telephone or VIA fax by way of agreement or one-time exception with approval limit of ≤ 500K

Completion and tracking of privacy notices

Maintain a communicative relationship with IT and vendor Zoom to ensure the network/phones are running at utmost efficiency for expected customer experience

Efficiently perform all internal account maintenance such as: internal account transfers, loan payments, safety deposit box payments, limit increase requests, and CD renewals without error

Perform outbound sales calls in conjunction with Retail and Marketing campaigns and being available to assist Deposit Operations with any customer outreach

Serve as contact point for retail network, existing customers, and perspective customers while serving as a backup for all facets of the bank; particularly Deposit operations; maintaining expertise in:Online Banking: Enrollments, Log In assistance, mobile banking/deposits, MT functions, MX Money, Transfers, QuickBooks/Quicken, DNA Agreements, Bill Pay, Fraud, Business Banking, etc.

ATM / Debit Cards: Transaction Research, Travel Exemptions, Fraud Case Trackers, Order/Activation/PIN, Limit Questions, Tokenization, etc.

Perform other tasks as directed by Customer Success Manager and SVP, Director of Retail

Qualifications:

Education and Experience

High School diploma or GED certificate required; some college education preferred

Minimum 2 years’ customer service experience required

Banking and/or call center experience preferred

Skills and Competencies

Proficient in reading, speaking, and writing in Spanish

Ability to work in an ever-changing environment

Strong listening and communication skills

Excellent telephone voice in terms of tone, clarity, pronunciation, and proper grammar use

Consistent attendance

Ability to troubleshoot banking issues

Basic knowledge of Microsoft Office with willingness to advance skills as required