Jobs in the United States

25+ jobs

Group jobs by employerEmail me new jobs Save this search

Added just now
Manager Business Operations, Neurology
Hospital for Special Surgery
NY
Performance Mindset: Demonstrates critical thinking, identifies and leads process improvement, and drives and influences results for their team. Is adaptable and flexible when facing…
Added just now
Culinary Supervisor
Sodexo
COLUMBIA, MO
Minimum of 2–4 years of culinary experience required · Food handler or food safety certification required where applicable
Added just now
Industrial Program Engineer
Shape Corporation
Trenton, OH
…throughout the program evolution and be involved in the approval process of Process Development activities upstream. IPE will actively participate in the execution of the Shape Launch…
Added just now
Industrial Program Engineer
Shape Corporation
Trenton, OH
…throughout the program evolution and be involved in the approval process of Process Development activities upstream. IPE will actively participate in the execution of the Shape Launch…
Added 1 min ago
Field Service Manager- $3,500 Sign on Bonus!
Environmental Management Inc
Plain City, OH
We are seeking an experienced and motivated Field Service Manager to lead commercial landscape maintenance operations across the Columbus Region. This position is responsible for managing…
Added 1 min ago
PI
Senior Manager, Authentication Engineer
Pfizer Inc
NY · PA
- $124,400 to $207,400 USD / year
Must be able to work from assigned Pfizer office 2-3 days per week, or as needed by the business
Added 2 mins ago
Human Resources Manager
Global
Maple Shade, NJ
Leads the hiring process, including recruiting, interviewing, assessments, sourcing, developing an effective pipeline and ATS.
Added 2 mins ago
Manager, Nurse Business Office
The Christ Hospital Health Network
Cincinnati, OH · OH
Ensures the nursing process is utilized in care delivery.
Added 2 mins ago
Manager-IT Project III
Northeast Georgia Medical Center, Inc.
Gainesville, GA
Must have strong interpersonal skills to interact positively and productively with a variety of personnel within the hospital, including
Added 2 mins ago
BALENCIAGA Store Director | Short Hills Mall
Kering
Short Hills, NJ · Millburn, NJ · Millburn
Added 2 mins ago
Lead, Design, Commercial Facilities
Rivian
El Segundo, CA · Irvine, CA
Added 2 mins ago
Supervisor, Talent Attraction
Scout Motors
Charlotte, NC
…pipelines for priority hiring needs. Reporting to the Senior Manager, Talent Acquisition Enablement & Programs, this role will translate recruiting priorities into clear work plans,…
Added 3 mins ago
ND
Accounts Payable Specialist
Nth Degree
Duluth, GA
- $31.25 USD / hour
…data, then enters invoices and routes them through approval process; AP team is responsible for some data entry but mostly transaction review and interfacing with Operations & Sales for…
Added 4 mins ago
Manager, Workforce Management
Verida Inc
Villa Rica, GA
The main responsibility of the Manager of Workforce Management will be to manage the day-to-day operations of the workforce management department. This task will encompass monitoring and…
Added 4 mins ago
Accounting Manager
Conquest Solutions
Greenbelt, MD
CQS has an exciting opportunity for an Accounting Manager to join our team to support the financial operations and growth of our organization.
Added 4 mins ago
SVC Supervisor - P&D
Old Dominion Freight Line, Inc.
Mooresville, IN
Closely works with the Operations Manager/Ast. SC Manager and/or Service Center Manager to ensure alignment in meeting daily/weekly/monthly and yearly business objectives
Added 4 mins ago
Administrative Secretary HDVCH Emergency Department
Corewell Health Corporate
Grand Rapids, MI
…role in supporting our leadership and ensuring smooth office operations. As the go-to person for managing payroll for 150 dedicated staff members, your attention to detail will be crucial…
Added 4 mins ago
Assistant Community Manager
Access Management
Naples, FL
This position is responsible for assisting the community manager in managing the relationships with the Board of Directors, Developer, Homeowners and Committees of the community, and…
Added 4 mins ago
HI
Aisles Online Shopper
Hy-Vee Inc
New Prague, MN
- $13 to $15.6 USD / hour
Accountable and Reports to: Store Director; Store Manager; Assistant Managers of Store Operations, Perishables, Health Wellness Home; Online Shopping Department Manager
Added 4 mins ago
TT
Healthcare Operations Manager
TRC Total Renal Care Inc
United States
- $65,000 to $104,000 USD / year
Current CPR certification required (or certification must be obtained within 60 days of hire or change in position)
Added 4 mins ago
A
Supply Chain Project Manager
Actalent
Virginia Beach, VA
- $55 to $65 USD / hour
…the future of energy transmission.As the Supply Chain Project Manager, you will serve as the Supply Chain Track Lead for a major compression station expansion and transmission pipeline…
Added 5 mins ago
A
Supply Chain Project Manager
Actalent
Virginia Beach, VA
- $55 to $65 USD / hour
…the future of energy transmission.As the Supply Chain Project Manager, you will serve as the Supply Chain Track Lead for a major compression station expansion and transmission pipeline…
Added 5 mins ago
A
Structural Engineer
Actalent
Westerville, OH
- $160,000 to $208,000 USD / year
…handling facilities, energy infrastructure, and industrial operations throughout the…
Added 5 mins ago
Assistant Restaurant Manager
sweetgreen
NY
Systems, Process + Tech: Ensures effective team deployment and expert use of systems by supporting daily operations, troubleshooting issues, and prioritizing tasks to drive smooth and…
Added 5 mins ago
Senior Production Manager
Village Handcrafted Cabinetry
Lansdale, PA
…and exceptional service to our clients. The Senior Production Manager is responsible for overseeing daily operations across the Fabrication, Cabinet Making, Finishing/Assembly and…

First Bank

Customer Support Hub Supervisor

Fayetteville, NC, United States
Greenville, SC, United States
Fletcher, NC, United States
Wilmington, NC, United States
Greensboro, NC, United States

Apply on workforcenow.adp.com About employer

Applications open in a new tab.

Job details

Posting language: English

Original job description

SUMMARY:

The position of Customer Support Supervisor is to assist the Customer Support Manager with the day to day department operations; train and coach new hires; process escalated calls; update and develop internal procedures; assist team members to ensure they take appropriate action for reports of fraud; conduct regular team meetings, motivate team members to reach goals and embrace new products and responsibilities. To assist the Customer Support Manager with other duties as needed. These responsibilities are in addition to those required of Customer Support Specialists levels I, II, & Sr. - responsible for providing back up and overflow support to the Business Support group related to small business/commercial customer inquiries. Processing/maintaining one or more of the following products specific to the Customer Support Department: new deposit accounts opened via online/telephone; Mobile Remote Deposit troubleshooting and Online Bill Pay troubleshooting. Provide efficient and effective service to customers, prospective customers and branch personnel via inbound telephone calls, email requests, secure messages, chat or other avenues approved by the Bank. The position aids on escalated issues stemming from first call resolution for all retail banking inquiries, Online Banking (Retail and basic Business), Bankcard, Mobile Deposit and Bill Pay products. Service support also includes preparing stop payments, processing telephone transfer requests, and performing routine operational duties as directed. In addition to service support for these customers, potential cross-sell opportunities should be identified and resolved if possible; otherwise refer issue to the appropriate department via warm transfers. Incoming calls are received from customers in multiple states. This incumbent should be a customer service oriented, fast learner and able to work in a fast-paced environment and handle extremely confidential information.

ESSENTIAL FUNCTIONS:

Supervises and coaches Customer Support Specialists. Responsible for timely completion of staff evaluations and managing any interim performance plans as needed.
Ensure all tasks and assignments of Customer Support Specialists are performed efficiently and accurately and meet the departments quality care standards.
Training and coaching new hires.
Update and develop internal procedures, policies and work processes as needed.
Assisting team members with complex issues.
Processing escalated calls/fee refund requests.
Reviewing secure/unsecure messages and report deficiencies to Customer Support Manager.
Collaborate with the Quality Assurance Manager to ensure Service Excellence (Quality Call) requirements are consistently met. Coach team members on results and keep Customer Support Manager informed.
Possess Treasury Services Product knowledge to serve commercial customers.
Schedule and conduct training with commercial customer processing online wires, ACH transactions, Remote Deposit Capture and Positive Pay.
Remain current on procedures to follow when fraud is identified/reported. Executing the steps necessary to reduce the bank’s risk of loss by taking appropriate action which may include all or some of the following: blocking customer access to Mobile Deposit/External Transfers/Bill Pay including cancelling scheduled/recurring bill payments and notifying the Operational Risk Department.
Reinforce policy, procedure and regulatory requirements and changes to ready team members to ensure service excellence is provided consistently within the department.
Online new deposit account processing: Process new deposit account applications received online. Ensures compliance with all related policies and procedures. Effectively manages all incoming communication regarding the account opening process received via multiple channels from customers, branch personnel and/or department personnel. Reconciles appropriate general ledger account daily.
Mobile Remote Deposit: Troubleshoots Mobile Remote Deposit transactions, issues and respond to customer inquiries regarding same. Monitor for fraudulent check deposit activity when interacting with customers to reduce risk to the bank.
Online Bill Pay: Troubleshoot Bill Pay issues and respond to customer inquiries regarding same. Ensures compliance with all related policies and procedures.
Answers all retail and some intermediate small business/commercial customer inquiries including, but not limited to: account inquires; general loan inquiries; stop payment requests; address/account type changes; loan payment reversals; fee or charge reversals.
Performs account transactions including, but not limited to: payments & transfers.
Assists customers with Telephone Banking inquiries including, but not limited to: password resets, basic system training, and basic troubleshooting.
Assists customers with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval, basic system training; Mobile Deposit enrollment/check deposit; Bill Pay enrollment/payment processing, e-Statement enrollment, external transfers, personal financial management tools and overall troubleshooting.
Assists customers with Debit Card inquires including, but not limited to: new/replacement/existing card activations/PIN sets/resets and travel maintenance, card reorders, card closures, temporary card limit increases and card status research/changes resulting from Fraud Alerts or lost/stolen cards. Completes debit card transaction disputes.
Serves as a resource for operations, policy and procedure information to associates and customers by remaining current on all new and existing products. Keeps abreast of bank-wide changes and be able to communicate the impact to customers.
Train on new products/services as implemented in order to be knowledgeable of same for overall customer and branch support
Cross train on advanced products/services as needed for support of overall team needs and for potential advancement.
Recognize and evaluate cross-selling opportunities through customer profiles and account detail information.
Provide Service Excellence to all external and internal customers.
Appraise performance by providing daily and weekly feedback as needed, as well as formal written performance and salary reviews on at least an annual basis;
Rewarding and disciplining employees; addressing complaints and resolving problems to ensure a harmonious and productive work environment.
Conducting staff meetings on a regular schedule and as needed.
Approving and coordinating PTO requests.
Participates in special projects and testing of new products and services as assigned.
Maintains department Service Level Agreements including but not limited to call abandon rates, call answer time, and staff availability rates as established and updated from time to time.
Completes training as assigned.
Completes annual compliance courses.
Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
Adheres to all levels of our Service Excellence standards.
Performs other duties as required.

GENERAL QUALIFICATIONS:

Knowledge & Experience: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. Individual abilities may result in some deviation from these guidelines.

High school diploma or general education degree (GED) with a minimum of 12 months experience as a Customer Support Specialist II or Sr., or equivalent branch experience. College degree a plus, but not required.
Advanced knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
Excellent organizational and time management skills. Ability to work with minimal supervision. Ability to prioritize work and responses to customers.
Advanced skills in computer terminal and personal computer operation; mainframe computer system, word processing, spreadsheets, web-based programs and specialty software programs.
Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions. Application of Active Listening to effect problem solving for customer inquiries.
Additional preferred skills include customer service, product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi-tasking.

Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration. A valid driver’s license is required. Must have the ability to stand, walk, sit and use hands and fingers. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. The environment is a professional office with standard office equipment.

Cognitive Requirements: Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment. Must be able to pay close attention to detail and be able to work as a member of a team. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Apply on workforcenow.adp.com About employer

More about this job

Skills

Customer service
Troubleshooting
Coaching
Quality assurance
Product knowledge
Regulatory compliance
Communication skills
General ledger
Troubleshoot
Financial management
Research
Upselling
Anti-money laundering
Time management
Active listening
Problem solving
Documentation
Conflict resolution
Multitasking
Valid driver's licence
Exercise self-control
Customer relations
Attention to detail
Employee relations

Report this job

Work requirements

Jobs in the United States