Client Service Center Supervisor
- Employer
- Alerus Financial
- Location
- Grand Forks, North Dakota
- Salary
- Join our team!
Job Details
Job Function Number 1: Leadership/Management - 50%
- Lead by example and coach by having superior customer service skills.
- Interview, hire and manage the development of call center personnel.
- Communicate performance expectations and monitor performance plans.
- Demonstrates leadership characteristics on a daily basis, setting example for team members.
- Lead team meetings and team projects.
- Responsible for scheduling and coverage needs.
Job Function Number 2: Customer Service - 25%
- Provide extraordinary and memorable service to customers via telephone.
- Demonstrate and maintain outstanding verbal, written, and telephone skills.
- Position self as expert and "go-to" person for coworker questions.
- Work with appropriate personnel to resolve process issues.
- Handle difficult customer situations to ensure resolution and customer satisfaction.
- Acknowledge/prioritize multiple customer demands to provide maximum service level to all customers.
- Follow up and complete customer requests in a timely manner to ensure customer satisfaction.
- Develop and enhance customer service relationships by informing customers of Alerus Financial products and services that meet their needs.
- Recognize sales opportunities and refer to sales employees as appropriate.
Job Function Number 3: Technical Knowledge - 20%
- Maintain in-depth knowledge of all banking products, services, and processes.
- Maintain up-to-date banking and sales knowledge as it pertains to the job.
- Maintain up-to-date knowledge of computer systems and software.
- Complete and maintain written procedures in the R&R database
- Ensure employees are appropriately trained and conducting monthly training sessions.
- Develop and maintain a working relationship with leads and employees in all areas of the Bank.
- Adhere and understand company policies and procedures.
- Complete compliance training as required and outlined in compliance calendar.
- Listen effectively and understand communication skills.
- Monitor weekly time punches and attendance issues.
- Assist with weekly scheduling to ensure appropriate staffing levels.
- Monitor the general upkeep and appearance of the call center area.
Job Function Number 4: Continued Education and Learning - 5%
- Attend all mandatory and specific training as directed by the performance plan.
Qualifications:
- Four year degree or equivalent experience.
- Two or more years of banking or financial experience and / or management level experience preferred.
- Previous Call Center and or telemarketing experience preferred.
- Previous customer service experience.
- Excellent written/oral communications and time management skills required.
- Ability to prioritize and self-motivated.
- Proven ability to adapt to a fast paced, changing environment.
Personal Characteristics:
- Customer service orientated.
- Positive attitude.
- Professional appearance.
- Excellent verbal/nonverbal skills.
- Self-sufficient and self-motivated.
- Commitment to continued learning.
Physical Demands: (must be met with or without a reasonable accommodation)
- Extended periods of time sitting at a desk and using office equipment.
- Ability to operate a personal computer/laptop for approximately 8 hours per day.
- Extended time is spent reviewing physical and electronic documents.
- The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
- Periodically, may also do light lifting of supplies and materials which weighs in at approximately 20 lbs.
- Will spend most of time in an indoor environment.
Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.
Company
Alerus is a company that will challenge you to be at your best and where your efforts have real, tangible effects. Our culture is one of collaboration, innovation, forward-thinking, and giving back. And, as a growing company with a presence in markets from New Hampshire to Arizona, we offer a broad range of opportunities for you to travel the career path that matches your abilities, interests, and goals.
What is the current company culture like?
While our footprint spans North Dakota, Minnesota, Arizona, New Hampshire, and Michigan, we still operate like a small company. In other words, every single person on our team matters. Our employees create our culture.
What skills, education, and experiences does your ideal candidate(s) have? Each position has their own specific requirements and qualifications. In addition to those, Alerus seeks people who live out our fundamental beliefs every day: do the right thing, cherish people, empower with knowledge, respect everyone, serve with passion, and embrace change.
How would you describe the company leadership/team management? Alerus has a diverse executive and leadership team. Each leader comes with a wealth of experience and knowledge within their field to help their teams succeed. Alerus leaders, including our C*Suite executives, maintain regular communication with employees on company updates and goals.
Where do you see the company/organization in the upcoming years? Alerus has bank and office locations in North Dakota, Minnesota, Michigan, New Hampshire and Arizona. While we continue to serve our clients in these states we also look to grow our national footprint to best serve clients wherever they may live.
What do you feel candidates need to know about the company before applying? Alerus is more than just a bank and offers many products for our clients including personal & business banking, mortgages, wealth management and retirement savings. We continue to grow and expand but still maintain and operate with a small business feel. We would not have continued success without our employees and all the hard work they do to serve our clients with passion.
See the current Alerus job openings below!
- Website
- https://alerus.com/
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