Role Summary:
Lead a team of technical support associates who help business customers with Treasury Management and banking products. Ensure the team delivers excellent service, meets KPIs, and follows company policies and risk controls.
Key Responsibilities:
- Manage daily operations of your team handling customer calls and emails about banking/treasury products.
- Provide guidance, coaching, and real-time support to team members, especially on complex customer issues or escalations.
- Track and monitor team performance against KPIs such as productivity, first call resolution, and customer satisfaction.
- Ensure team follows company policies, compliance standards, and risk/fraud prevention measures.
- Keep the team updated on products, systems, and processes.
- Conduct performance reviews, give feedback, and support professional development.
- Handle escalated customer inquiries or complaints as needed.
Required Skills & Qualifications:
- Basic computer and Microsoft Excel skills.
- Strong communication skills (spoken and written).
- Experience in leading or supervising a team.
- Ability to manage customer escalations and complex interactions.
- Comfortable working in a call center environment.
Finance/Banking Highlights:
- Role involves supporting business customers using treasury and banking products.
- Requires awareness of risk, compliance, and fraud prevention in financial transactions.
- Experience in financial services, banking, or payments is a plus but not mandatory.
