Customer Solutions Team Lead
- Assist with supervising the daily activities of employees in department, including but not limited to distributing assignments, motivation and recognition, ensuring adequate initial and ongoing training and development, and ensure adherence to company and departmental policies, procedures, and standards.
- Distribute work and duties as necessary amongst the team which could change day to day.
- Prepare issue analysis, status updates, and special reporting to leadership on a regular basis.
- Properly triage customer issues and ensure they are responded to in a timely manner.
- Act as first point of escalation for the team and assist with troubleshooting new and difficult situations. Escalate issues to as necessary.
- Ability to waive late fees up to a discretionary amount as set by leadership
- Identify and work on complex problems where analysis of situations or data to determine a customer-centric resolution requires an in-depth evaluation of multiple variables and factors.
- Work with leadership on the implementation of systems to track key aspects of issues including timeliness of resolution and data that can influence changes to policies/procedures to reduce future complaints on same issue to improve customer satisfaction.
- Assist with creating effective customer service procedures, policies, and standards to be reviewed regularly.
- Coordinate with and motivate team to consistently achieve team and individual KPI's.
- Act as first point of contact for team members and assist with engaging appropriate resources outside of department of responsibility to obtain issue resolution.
- Assist with major development projects as necessary and be the representative for the Customer Solutions Team.
- Be the primary trainer for new customer solutions personnel.
- Help drive overall team effectiveness by monitoring morale, and prioritizing team assignments.
- Identify, recommend and assist with implementing team enhancements in order to continually improve service and streamline processes.
- Other duties as assigned Qualifications:
- Bachelor's degree desired or 10 years of work experience in related field
- Exceptional customer service skills
- Proven ability to lead and motivate a team of employees
- High level of responsiveness
- Strong organizational, planning, and process management skills
- Strong analytical skills
- Strong working knowledge of Microsoft Office; Intermediate working knowledge of Excel
- Ability to effectively overcome customer concerns and create best possible outcome for customer and company
- Excellent problem solving and negotiation skills
- Excellent organizational skills and attention to detail
- Superior written and verbal communication skills with ability to adapt style to effectively communicate with intended audience
- Ability to articulate thoughts and ideas clearly, concisely, and persuasively
$53,744.00 - $88,290.50 Individual base pay may vary on additional factors such as the candidate's experience, job-related skills, relevant education, geographic location, and other specific business and organizational needs. In addition to base salary, WSFS Financial Corporation (WSFS) and its subsidiaries may offer eligible Associates discretionary and formula-based incentive and retention awards. WSFS provides a competitive benefits package, which includes medical, dental, and vision coverage; a 401(k) plan; life, accident, and disability insurance; flexible spending accounts (FSAs) and health savings accounts (HSAs); and wellness programs. Additional benefits may include paid parental leave, military leave, vacation and other paid time off, sick leave in accordance with applicable state laws, and paid holidays. Benefit offerings are subject to eligibility requirements, legal limitations, and may vary based on an Associate's location and employment status. For more information about Associate benefits, please visit WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at [email protected]. WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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