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Customer Service Supervisor – Treasury Services
EXLCustomer Service Supervisor overseeing remote call center team in Treasury Services. Ensuring high-quality service delivery and compliance with industry standards.
About the role
Key responsibilities & impact- Supervise, mentor, and motivate a team of Treasury Services customer service representatives, providing guidance and support to enhance their performance and development.
- Monitor inbound call operations, ensuring compliance with departmental policies and procedures, and maintaining high standards of customer service.
- Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve team capabilities and service delivery.
- Develop and implement quality assurance processes to assess call quality, ensuring that representatives adhere to best practices and provide accurate information to clients.
- Act as an escalation point for complex customer inquiries, resolving issues promptly and ensuring client satisfaction.
- Generate reports on team performance metrics, customer feedback, and operational efficiency, utilizing data to identify areas for improvement.
- Work closely with cross-functional teams, including 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 the Treasury Services department.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
performance evaluationquality assurancedata analysisprocess improvementcustomer service
Soft Skills
mentoringmotivationcommunicationinterpersonal skillsproblem-solvinganalytical skillsindependencetime management