Financial Customer Service Supervisor - Transfer Agents

Overview

We are seeking a dedicated and experienced Customer Service Inbound Call Center Supervisor to lead our team of customer service representatives in the Transfer Agency department.

Hours: 8 hour shifts varying between 8AM EST - 6PM EST Monday through Friday

Base Salary Range - $55k - $65k annual depending upon experience

Benefits: For more information on benefits and what we offer please visit us at

• Team Leadership: Supervise, mentor, and motivate a team of Transfer Agents customer service representatives, providing guidance and support to enhance their performance and development
• Operational Oversight: Monitor inbound call operations, ensuring compliance with departmental policies and procedures, and maintaining high standards of customer service
• Performance Management: Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve team capabilities and service delivery
• Quality Assurance: Develop and implement quality assurance processes to assess call quality, ensuring that representatives adhere to best practices and provide accurate information to clients
• Customer
  
  Experience:
  
  Act as an escalation point for complex customer inquiries, resolving issues promptly and ensuring client satisfaction
• Reporting and Analysis: Generate reports on team performance metrics, customer feedback, and operational efficiency, utilizing data to identify areas for improvement
• Collaboration: Work closely with cross-functional teams, including training, compliance, and product management, to enhance service offerings and address client needs
• Continuous Improvement: Identify and recommend process improvements to enhance operational efficiency and client satisfaction within the Transfer Agent department

• Minimum of 3 years of experience in a financial institution’s customer service department, with at least 1 year in a supervisory role – preferably as part of the Transfer Agent department
• Strong understanding of banking operations
  , particularly in transfer-related services
• Excellent communication and interpersonal skills, with the ability to foster a positive team environment
• Proficient in call center technologies and software; experience with CRM systems is a plus.
• Strong analytical and problem-solving skills
  , with a focus on data-driven decision-making
• Ability to work independently and manage multiple priorities in a fast-paced environment