Banker Connect Team Lead

Retail Banker Connect (RBC) Team Lead The Retail Banker Connect (RBC) Team Lead is responsible for contributing to the overall success of the Retail Banker Connect Customer Support Team.
Coaching, developing and mentoring Banker Connect CSR's, in support of our overall customer experience.
Demonstrates experience with handling high complexity customer intersections with advanced understanding of all processes, products and services.
Position Responsibilities: Customer Support Provide remarkable customer service by processing transactions received in the Banker Connect offering problem resolution to support high complexity customer interactions.
Provide remarkable customer service by handling inbound and outbound calls, offering problem resolution to support high complexity customer interactions across all lines of business.
Demonstrate advanced understanding of all products and services in Banker Connect and across all lines of business.
Demonstrate experience with handling high complexity customer interactions.
Demonstrates understanding of systems and transactions to support high complexity customer across all lines business.
Leadership Team Support Frequently trains/mentors less experienced colleagues.
Able to effectively collaborate within the Banker Connect and across all lines of business and functional areas.
Provides feedback on important improvement opportunities across tools, products and processes for Promise Center and all lines of business.
Collaborate with the Learning and Development department to promote synergy and assist in identification and coordination of cross-training opportunities.
Assist in developing communications, workshops and knowledge tools for internal and external customers.
Demonstrate leadership skills and courage and act as an example to others in displaying strong listening and informing skills, business acumen, time management skills, communication skills and the ability to motivate and direct others.
Ensure compliance with applicable federal, state and local laws and regulations.
Position Qualifications: High School Diploma OR G.
E.
D 3 years of experience in Retail, Contact Center, OR Platform/Teller Banking 3 years of experience in a customer service position/role 2 years of experience coaching AND mentoring team members 1 year of experience with MS Office (Excel, Word, etc.
), Windows and Web based applications 1-2 year(s) of experience in basic project support or peer review of operational procedures Auburn Hills Operations Center Monday, Tuesday, Wednesday, Friday 8:00am-5:00pm; Saturday 8:00am-5:00pm