Client Services Supervisor

Description

The Client Services Supervisor oversees positions within the Operations Team. This includes but is not limited to the Account Analysts and Client Services Associates. The Client Services Supervisor works closely with the Vice President of Operations (VPO) to provide employee training/development, manage operational risk, and provide customer service with an emphasis on client retention.

Reports to: VP of Operations

Supervises: Account Analysts and Client Services Associates

Requirements

Duties and Responsibilities: 

• Manages the selection, placement, performance, development and termination of Customer Service Associates, Account Analysts.
• Train, develop and manage the Operations Services Team. Ensure established systems and processes are being followed while ongoing monitoring and development is occurring. Communication with the VPO on all operational staff issues, concerns and needs.
• Motivate and lead a high-performance team by setting goals and expectations to accomplish managing Steelheads financial risks.
• Promote departmental and interdepartmental teamwork
• Contribute toward the development of processes and materials, including the creation of manuals. 
• Identify and communicate to VPO any improvement considerations for operation departments. Such areas could include processes, tools, staffing, training, client needs, etc. 
• Provide scheduling and prioritize workflow of Client Service Associates to ensure timely completion of tasks.
• Provide scheduling and prioritize workflow of Client Service Associates to ensure timely completion of tasks.
• Ensure all members of the Operations Services Team are contributing toward client satisfaction and retention. Such actions include timely replies to calls and emails, building relationships through dialog and actions, and handling situations in ways that promote the relationship while managing risk.  
• Work with operations and the VPO to determine action plans for areas of high risk and/or non-compliance. Ensure such plans are implemented and monitored until resolution is complete. 
• Other duties as assigned.

Skills and abilities required:

• Problem-solving skills and ability to tactfully resolve difficult customer and client situations using policy, procedure, and past experience.
• Ability to prioritize and manage multiple priorities/tasks and achieve results according to department priority.
• Must be able to work within and foster a team environment, while effectively managing your own workload.
• Must have strong team leadership skills.
• Excellent oral, written and telephone communication skills.
• Strong proven interpersonal skills in order to provide superior quality service to teammates and customers. Supporting the company’s values and commitment to fun, professional, service-oriented working/business environment. 
• Ability to perform a wide variety of job-related tasks and is willing to assume new and challenging assignments.  
• Professional behavior and appearance.
• Knowledge of the principles and practices of staff supervision and performance management and the ability to develop staff through coaching, training opportunities and mentorship. 
• Dedication to the position, team members and the company.
• A supportive attitude toward the company and its mission, while exemplifying the company’s values. 

Education, training, and experience:

• Successful completion of a high school diploma or GED. 
• Two (2) years factoring experience preferred, not required.
• Management or prior supervisory experience is preferred, not required.
• Bachelor’s degree is preferred, not required.
• Excellent knowledge of office equipment essential to job performance: phones, personal computer.
• Strong knowledge of computer programs: Word, Outlook, and Internet usage.

Working environment and conditions

Physical Demands:

• Lifting (up to 10 Pounds)
• Sitting
• Walking
• Standing
• Finger dexterity

Mental Demands:

• Interaction with staff and customers.
• Act on own initiative.
• Work unsupervised to meet deadlines/demands.
• Problem-solving.
• May include extended periods of time at the computer terminal.
• Occasional overtime may be required.

Environmental Demands:

• Occasional exposure to noise, hazards, fumes, and dust or odors associated with office location and external influences.

Equipment and tools:

General office equipment including, but not limited to:

• Personal and/or desk computer
• Microsoft Office software
• Peripherals
• Telephone
• Cell phone
• Voicemail
• Calculator
• Copy machine
• Fax machine

The above statements are intended to describe the general nature and level or work to be performed. They are not intended to be an all-inclusive listing of all responsibilities, duties and skills required for this position. These job requirements are subject to change to reasonably accommodate qualified disabled individuals.

Those selected must be able to provide proof of legal right to work in this country. Hiring will be subject to criminal history background check, drug screen and references.

People's Bank of Commerce is an Equal Opportunity Employer of minorities, women, protected veterans, and individuals with disabilities. If you are an individual with a disability and require reasonable accommodation to complete all or part of the application process, please call 541-491-8928 or email hr@peoplesbank.bank.