Customer Service Representative
YETI
Customer Service Supervisor – Treasury Services
EXL
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Supervise and mentor a remote team of up to 18 Treasury Services customer service representatives.
- Monitor inbound call operations, ensuring compliance with departmental policies and maintaining high customer service standards.
- Conduct regular performance evaluations, provide constructive feedback, and implement training programs.
- Develop and implement quality assurance processes to assess call quality and adherence to best practices.
- Act as an escalation point for complex customer inquiries and resolve issues promptly to ensure client satisfaction.
- Generate reports on team performance metrics, customer feedback, and operational efficiency; use data to identify improvements.
- Collaborate with training, compliance, and product management to enhance service offerings and address client needs.
- Identify and recommend process improvements to enhance operational efficiency and client satisfaction within Treasury Services.
- Manage staffing and scheduling for 8-hour shifts in a 24/7 operation.
Requirements
- Minimum of 3 years of experience working in a financial institute’s customer service department, with at least 1 year in a supervisory role – preferably as part of the Treasury Services department.
- Strong understanding of banking operations, particularly in transfer-related services.
- Excellent communication and interpersonal skills, with the ability to foster a positive team environment.
- Proficient in call center technologies and software; experience with CRM systems is a plus.
- Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- High School Graduate.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceperformance evaluationquality assurancedata analysisprocess improvementbanking operationstransfer-related servicesproblem-solvingstaffing managementscheduling
Soft skills
communicationinterpersonal skillsteam leadershipmentoringconstructive feedbackindependencemultitaskingclient satisfactioncollaborationpositive team environment
