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Client Service Center Supervisor

Employer
Alerus Financial
Location
Minnesota
Salary
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Industry
General
Role
Manager
Job Type
Long-Term
Hours
Full Time

Job Details

Position Summary:
The Client Service Center Supervisor is responsible for leading a team to provide superior client service via multiple media channels (phone, email, and chat). Responsibilities include the development and training of Client Service Center Associates, close monitoring of performance, and handling elevated client interactions. The position requires strong communication skills to facilitate individual coaching and mentoring of employees as they develop the skills to provide clients with a clear understanding of the technical aspects and benefits of products and services offered at Alerus. Further, the position is responsible for maintaining knowledge of all Alerus products, services, and processes pertaining to the Client Service Center.

Essential Responsibilities:
Job Function 1: Leadership and Development - 50%
  • Demonstrate leadership characteristics and set an example for team members.
  • Interview, hire, and coordinate training of new team members.
  • Conduct regular call monitoring to ensure a superior client experience.
  • Coach, motivate & counsel staff on performance including administrating disciplinary action when necessary.
  • Communicate performance expectations and monitor performance plans.
  • Participate in project meetings, create new processes and procedures, and train accordingly.
  • Conduct monthly one on one meeting with associates to review performance and provide individualized coaching.
  • Responsible for scheduling and coverage needs.
  • Monitor weekly time punches and address any attendance issues.
  • Develop and maintain a working relationship with Alerus employees in areas the Client Service Center supports.
  • Adhere and understand company policies and procedures.
  • Maintain written procedures in the Alerus procedures database and SharePoint.

Job Function 2: Client Service - 25%
  • Provide extraordinary and memorable service to internal and external clients via telephone, email, and chat channels.
  • Recognize opportunities and refer to sales team as appropriate.
  • Demonstrate and maintain outstanding verbal, written, and telephone skills.
  • Position self as expert and "go-to" person for team member questions.
  • Work with appropriate personnel to resolve process issues.
  • Deescalate difficult client situations to ensure resolution and client satisfaction.
  • Acknowledge/prioritize multiple client demands to provide maximum service level to all customers.
  • Provide follow up and complete client requests in a timely manner to ensure client satisfaction.
  • Develop and enhance client service relationships by informing clients of Alerus products and services that meet their needs.

Job Function 3: Technical & Industry Knowledge - 25%
  • Maintain in-depth knowledge of banking/retirement/health benefit products, services, and processes.
  • Maintain up-to-date knowledge of computer systems and software.
  • Ensure employees are appropriately trained and conduct monthly training sessions.
  • Complete compliance training as required and outlined in compliance calendar.
  • Stay abreast of contact center trends, software, and best practices.

Position Requirements:
Qualifications:
  • Four-year degree or equivalent experience.
  • Minimum of 2 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!

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