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Customer Service Supervisor
hace 3 semanas
SWBC is seeking a talented individual to supervise the staff and activities involved with all aspects of customer service support protection in loan portfolios to financial institutions, insurance agents and borrowers/members; handles staffing and personnel issues; and verifies and updates all Service Center Employee work and break schedules, documents tardiness, and maintains attendance records.
Why you'll love this role:
In this role, you'll be helping the people you lead achieve more, and you will be contributing to a company culture that works.
Essential duties include the following:
- Supervises the staff and activities involved in providing efficient and effective customer service support in administering collateral protection insurance coverage to include work schedule maintenance; interviews for open positions; coaches, counsels and disciplines; processes time cards, and resolves personnel related issues.
- Oversees and monitors inbound and outbound service calls regarding collateral protection insurance coverage questions, inquiries and/or problems for all levels of complexity to ensure quality standards, compliance with policies and procedures, and timely feedback.
- Establishes and maintains effective communication with financial institutions to ensure customer expectations are being meet.
- Monitors and enforces quality expectations by reviewing, coaching and counseling representatives on their phone call scoring sheets.
- Assists in the development of training programs to meet ongoing customer service initiatives by identifying and coordinating training need.
- Monitors and oversees the timely execution of various department activities to include team fax queues, group email accounts, and maintenance workload queues to ensure effective customer service support.
Serious candidates will possess the minimum qualifications:
- Bachelor's Degree in Business, Management, Communications, Marketing, related field or equivalent experience.
- At least two to three (2 – 3) years high-level call center, telemarketing, customer service or other related experience in an insurance or banking environment.
- Supervisory experience preferred.
- Excellent interpersonal, organizational, communication (both written and oral), and telephone etiquette skills.
- Working knowledge of personal computers to include MS Word, Excel, PowerPoint, Internet, and AS400.
- Able to work under sometimes stressful conditions while maintaining professionalism and enthusiasm.
- Able to type at least 30 WPM accurately and know 10-key by touch.
- May sit for long periods of time.
Additional Information:
SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
To learn more about SWBC, visit our website at If interested, please click the appropriate apply button.
