Eastern Bank Business Services Team Lead in Lynn, Massachusetts
Major responsibilities of this position will include floor management, limited to the monitoring of service levels and operational workflows. This individual will act as a coach, mentor and resource for team members by sharing information and expertise while working towards the accomplishment of departmental goals.
This individual will also serve as a first line response person for incoming customer calls. They will be responsible for the handling of more complex customer calls that are referred by the Business Services Specialist staff members. Having the ability to accurately, expediently and independently answer inquiries from customers and Customer Service Representatives on all types of new and existing products and services.
Assists management in monitoring call volumes to ensure service levels are kept within acceptable levels. This includes ensuring adequate phone coverage is maintained and workflow is processed in a timely manner to ensure customer resolution is provided within acceptable service level requirements. Is able to detect deficiencies in service levels in an efficient manner and reports them to management so action may be taken. Serves as a resource to other team members on all products, services or regulatory inquiries. Handles escalated emails, inbound calls, and service requests in a professional manner. Works to resolve issues without assistance by making independent decisions.
Serves as bank’s first line response for all internal Business, Retail and Commercial Banking support calls regarding all types of products and services. Provides a superior level of service by maintaining a detailed personal knowledge base on all business products and services, their related maintenance issues, and their related policy, procedure, and regulatory criteria. Handles incoming calls and any subsequent post-call work within an acceptable time interval. Ensures effective communication with the customer by utilizing superior verbal skills. Effectively uses communication skills in servicing a broad range of customers while appropriately applying different approaches to affect desired outcome. May be required to serve as back up to the Inbound Consumer Queue should call volumes reach unacceptable levels.
Education and Experience
Associates degree or related knowledge/skill base gained through experience required. Commercial and/or Business Banking Relationship Administration and basic management background a plus.
· Demonstrates an advanced understanding of all Business products, administration tools, Business Online Banking products, policies and procedures.
· Knowledge in ACH and Cash Management products and services preferred
· Working knowledge of the following programs desired:
o Enterprise Contact Management (ECM)
o Business Online Banking products
Organization: Customer Service Center
Title: Business Services Team Lead
Location: MA-Lynn-Lynn 195 Market Street
Requisition ID: 03087