Customer Service Supervisor
Customer Service Supervisor - Linden
Helping Albertans achieve their dreams by turning the complex world of banking into brilliantly simple solutions. That’s ATB. Is that you?
Coach of the Year. Magnificent Mentor. Visionary. Motivator. Team Player. Whether at work or out in your community, you are the person that knows how to bring it all together. You’re a natural leader and your passion and excitement comes from knowing that your efforts make a significant difference in the lives of your team members, customers and the community around you.
Customer Service Supervisor
You will be responsible to lead the team of CSR's and promote an environment of salesmanship within the CSR team, ensuring effective customer service is maintained. The primary focus is the leadership of front-line CSRs ensuring friendly and courteous service. The CSS motivates associates creating a high level of customer satisfaction, ensures expert product knowledge of CSRs team, and provides training and coaching as required to meet optimal customer service levels.
You will find success based on your ability to:
- Ensures effective customer service is maintained by scheduling resources in an appropriate manner to respond to customer traffic volumes
- Ensures prompt and accurate processing of transactions by the CSR team
- Maintains effective training programs within the branch to ensure CSR's maintain a high level of product knowledge and transaction processing
- Co-ordinates sales campaigns as implemented on a corporate or in-branch basis, ensuring all CSR staff contribute to established goals. May review and set goals on an individual basis with CSR's in conjunction with the Manager
- Assists with managing branch administrative and operational responsibilities, premises and facilities issues, equipment installation and training
- Reviews and ensures appropriate efforts are made to maintain operating expenditures within budget. Assists in the creation of branch business plan and budget
- Monitor and control daily branch operations to ensure:
- Branch assets are properly safeguarded
- Premises and equipment are properly maintained
- Customer service expectations are met
- Necessary controls are in place and required audits and verifications are carried out as required
- Resource scheduling meets customer service requirements
- Liaise with other departments such as Branch Support, Money Markets, Central Services in order to support daily branch operations or customer service requirements
- Builds relationships with CSRs and directly contributes to the development of ATB business through joint selling with CSRs and coaches the cross-selling of ATB products and services
- Identifies customers requiring investment/credit guidance and knows when and how to refer the customer to a PFSO, Investment Specialist or Business Banker. Ensures staff are comfortable with identifying moments of opportunities and matching customer needs with related ATB products and services
- Front line product champion for investment and credit products and services. Implements best practices processes and procedures on all administrative and operational activities within the branch
- Able to provide assistance as required during peak periods by handling a full range of Personal and Commercial deposit banking products and services
- Resolves customer inquiries, concerns, and complaints either directly or in concert with the Customer Service Manager
- Act as senior custodian of various branch securities, engraved forms, etc. Maintain relative control records and process all required transactions
- Enhances team work and common direction of the 2 retail branches, ensures sales activities of branches do not conflict, and resources are utilized between branches effectively
- Liase with Hub personnel to ensure optimum customer service is provided to all customers and fosters an excellent relationship with all Hub associates
Job Requirements:
As the ideal candidate you possess:
- Good customer service ability, sales skills and product knowledge
- Able to effectively team lead, coach and nurture behavior, Demonstrates impact and influence
- Strong organizational and planning skills
- Excellent communication skills (written and oral), listening skills, ability to ask questions
- Ability to learn, make decisions and be creative/flexible
- Degree or diploma in Business or Marketing or equivalent experience
- Previous customer service experience in a supervisory role preferred
- Strong knowledge of on-line banking procedures and all operational processes
- Strong knowledge of all Personal and Commercial banking products and services
- Basic knowledge of personal lending services available and related processes
- Sales Training programs or equivalent experience
So what can ATB Financial offer you? Career advancement opportunities without ever having to leave the province, direct access to senior leaders, and a voice in our future. Our organization craves change and with that, opportunities abound for the right people. As an award-winning employer-of-choice – we have the best of the best working for Albertans. Sound like a team you want to be a part of?
Advancement. Opportunity. Balance… We get it.
To learn more visit atb.com.
Online applications are preferred. ATB Financial is an equal opportunity employer. We thank all applicants for their interest; however, due to the high number of resumes we receive, only short-listed candidates will be contacted.
For information on communities where ATB thrives, please visit http://www.atb.com/Dev/careers/careers_locations.asp
Req. Code : 6093
Division/Department : Retail Financial Services
Job Grade : G