S&T Bank · 7 hours ago
Telephone Financial Consultant Supervisor
Indiana, PA
Full-time
Onsite
Senior Level
$16.23/hr - $33.32/hr
5+ years expS&T Bank is seeking a Telephone Financial Consultant Supervisor to oversee the Telephone Financial Consultants and ensure excellent customer service in handling inquiries and service-related problems. The role involves direct supervision, coaching, and support of staff, as well as maintaining high standards of customer satisfaction and operational efficiency.
BankingFinancial ServicesWealth Management
Responsibilities
Assumes responsibility for ensuring the satisfactory handling of internal or customer related telephone inquiries or service-related problems by performing the following functions:
Promptly responding to customer/internal inquiries in a courteous and professional manner to ensure complete customer satisfaction
Providing customer and internal personnel with accurate product knowledge and service information, as well as operational knowledge that will assist personnel in the successful completion of their duties
Providing professional written correspondence to customers when necessary
Answers incoming customer services calls to include but are not limited to:
Inquiries regarding deposit and loan accounts
Account maintenance requests, including but are not limited to change of address, check ordering, related/unrelated account transfers, and stop payments
Responsible for closing debit cards, ordering new debit cards, raising and lowering debit card limits, adding travel notes, removing fraud exclusion, and removing VAU
Online banking and mobile banking inquiries, including but are not limited to: enrolling new users, registering computers, unlocking accounts, online statements, and BillPay issues as well as assistance with BillPay limit increases. Furthermore, TFC’s should be familiar with all eligible cell phone and tablet types
Utilizing Financial Intelligence Group standards to detect suspicious callers and activity in order to combat fraud and minimize bank losses
Responsible for the day-to-day hands-on supervision and coaching of TFC’s, including staff at satellite locations
Handles escalated customer issues to ensure customer satisfaction
Assists Solution Center-Service Management with employee issues; 90-day evaluations and year end evaluations
Reviews live and recorded calls and coaches staff on proper Invision Techniques, call flow and operational efficiencies
Effectively writes and delivers detailed call specific feedback based on quality standards of the department
Assists the Branch Administration Department by identifying and reporting quality service concerns that may become apparent through customer interactions
Must attend STELLAR and maintain all requirements on an ongoing basis and attends coaching training and updates as needed to develop personal skills
Makes infrequent outbound telemarketing calls
Provides exceptional customer service to internal and external customers via telephone, mail, chat, and email in matters related to the aforementioned products
Recognizes opportunities to identify and meet needs resulting in new accounts and leads and encourages the referral process within the Solution Center employees
Assists Solution Center Service Management with facilitating operational procedures to staff
Assists and encourages the sales/referral process within the Solution Center Service department
Assists in training new departmental employees
May act as shift lead during evening and weekend hours of operations
Maintains a good working relationship with bank employees. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization
Assumes additional duties as required
Qualification
Required
Requires a high school diploma or equivalent basic academic education
Five to ten years of general experience and two to five years of specialized experience required in a call center or retail environment
Company
S&T Bank
S&T Bank was founded in 1902 as “Savings & Trust Company of Indiana” with a single location in Indiana, Pennsylvania.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1992-04-24IPO
Leadership Team
Chris McComish
Chief Executive Officer
Bill Kametz
Executive Vice President, Deputy Chief Credit Officer
Recent News
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