Customer Care Team Lead

Job Summary

The Customer Care Team Lead is the primary contact for customer service and business customer service calls. The position will take incoming calls, make outbound calls, and return voicemails. The incumbent will provide customer support for routine to complex issues for several services, including consumer online banking, loan questions, debit card questions/issues, online account opening, and general account questions. Incumbent will provide troubleshooting and guidance for HomeTrust business customers. Incumbent will also provide coaching and feedback to other Customer Care employees.

Key Responsibilities / Essential Functions

• Provide customer support for routine to complex issues for several services, including consumer online banking, loan questions, debit card questions/issues, online account opening, and general account questions.
• Take incoming calls, make outbound calls, and return voicemails.
• Resolve customer issues involving bank products and services.
• Record customer inquiries by documenting inquiry and response in customers’ accounts.
• Identify potential leads to forward to Sales team.
• Collaborate with other Customer Care employees to improve customer service.
• Inform customers about new bank products and services and make recommendations based on their needs.
• Assist the Customer Care team as a subject matter expert for the department.
• Troubleshoot and guide customers through their day-to-day capture and upload of data files to HomeTrust bank.
• Act as Subject Matter Expert for all Customer Care employees.
• Coach and develop Customer Care employees by providing timely feedback based on customer interactions.
• Assists the Customer Care Manager with managing and appraising employee performance and addressing employee complaints to resolve problems.
• Assist the Customer Care Manager with coaching and provide ongoing performance feedback to employees, set realistic and measurable performance goals and ensure employees have appropriate professional development opportunities.
• Assists the Branch Manager with managing and appraising employee performance and addressing employee complaints to resolve problems.
• Act as decision maker when Customer Care Manager is out of office.
• Maintain confidentiality and security of sensitive information.
• Adhere to all corporate policies and procedures, Federal and State regulations and laws.
• Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection and determent of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws.
• Complete all mandatory annual compliance training.
• Perform other duties and special projects as assigned.

Job Requirements

Education:

High school diploma or equivalent required.

Required:

Experience with troubleshooting techniques and guiding customers to solutions.

1+ year(s) of coaching and/or supervisory experience.

Proficient in Microsoft Office products.

Preferred:

Associate Degree or higher.

2+ years of call center experience.

Knowledge of HomeTrust call center software, and ability to assist customers by phone.

Familiarity with HomeTrust’s business banking services and solutions.

About HomeTrust Bank

HomeTrust Bank, founded in 1926, is a North Carolina chartered, community-focused financial institution committed to providing value-added community banking through online/mobile channels and multiple locations in Virginia, North Carolina, South Carolina, Tennessee, and Georgia. Learn more at www.htb.com. Apply today to take your first steps towards joining this talented population of employees within a growing organization.

Work Environment, Physical Requirements

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. HomeTrust Bank promotes an equal employment opportunity workplace which includes reasonable accommodation of qualified applicants and employees.

• This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• Physical activity requiring reaching, sifting, lifting up to 25 lbs., finger dexterity, grasping, feeling, repetitive motions, talking and hearing are required.
• The employee will frequently communicate and must be able to exchange accurate information with others.
• The employee may need to move around their office to attend meetings and to access files, machinery or other job-related tools.

DISCLAIMER: HomeTrust Bank is an evolving company. As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

HomeTrust Bank values and promotes diversity and inclusion in every aspect of our business and at every level within the company. We recruit, hire, and promote employees based on their individual ability and experience and in accordance with Affirmative Action and Equal Employment Opportunity laws and regulations. Our policy is that we do not discriminate on the basis of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, pregnancy, marital status, status as a protected veteran, or any other status protected by federal, state, or local law.