EXL · 1 hour ago
Financial Customer Service Supervisor - Transfer Agents
Hartford, CT
Full-time
Onsite
Mid, Senior Level
$55K/yr - $65K/yr
3+ years expEXL is seeking a dedicated and experienced Customer Service Inbound Call Center Supervisor to lead their team in the Transfer Agency department. In this role, you will oversee a team of customer service representatives, ensuring high-quality service delivery and compliance with industry standards.
AnalyticsBankingOutsourcing
Responsibilities
Supervise, mentor, and motivate a team of Transfer Agents 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 Transfer Agent department
Qualification
Required
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 Transfer Agent 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
Preferred
Experience mentoring and managing financial services inbound call center teams is a plus
Company
EXL
EXL is a provider of Transformation and Outsourcing services to Global 1000 companies in multiple industries
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$150MKey Investors
The Orogen GroupFTV Capital
2018-10-02Post Ipo Debt· $150M
2006-10-20IPO
2004-12-01Series Unknown
Leadership Team
Rohit Kapoor
Chairman & Chief Executive Officer
Brad Burdick
SVP, Insurance Domain Platforms
Recent News
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