Contact Center Team Lead - Community First Bank of Indiana : Job Details

At Community First Bank of Indiana (CFB) we set our intentions to serve and give our best to others each day. Our mission? We partner with you to build a better future. Ready to get started?

As part of our team, you'll be empowered through the bank's investment in employee education to continuously grow as a professional. We invite you to join our team of trusted, local bankers that leave our communities saying, “We've never been treated like that by a bank.” CFB is proud to have been named a Best Place to Work in Indiana for 8 consecutive years by the Indiana Chamber of Commerce. And, we're always looking for the best and brightest to join our team.

Benefits:

• Health, Dental, Vision Insurance
• Bank Paid Life Insurance
• Paid Short-Term & Long-Term Disability
• Generous Matching 401(k) Retirement Plan
• 3 weeks of Paid Time Off (immediate accrual)
• Access to Earned Wages
• Wellness Program
• Competitive Salary
• Tuition Reimbursement
• Paid Holidays and 3 Float days
• Maternity/Paternity paid leave
• Annual bonus eligibility
• Community Service Projects

Objective: As a Contact Center Team Lead, you will serve as the first point of contact for customers seeking assistance with their banking inquiries and concerns. Your primary responsibility is to provide exceptional customer service by addressing their questions, resolving issues, and promoting bank products and services.

Classification: This position is a Full-Time Non-Exempt position who reports directly to the Contact Center Manager.

Location: Kokomo – Main Branch Downtown

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answering Calls/Chats: Handle incoming calls/chats from bank customers, actively listening to their inquiries, and providing accurate information.
• Account Assistance: Assist customers with account-related questions, such as checking balances, transaction history, assisting with digital banking questions, and account status.
• Issue Resolution: Troubleshoot and resolve customer problems, including account discrepancies, billing issues, and technical difficulties.
• Promoting Services: Promote bank products and services, such as loans, checking accounts, savings accounts, and certificate of deposits.
• Following Procedures: Adhere to established bank procedures and guidelines while assisting customers.
• Customer Satisfaction: Ensure customer satisfaction by addressing their needs promptly and professionally.
• Documentation: Maintain accurate records of customer interactions and transactions.
• Confidentiality: Maintain the highest level of confidentiality.
• Team Lead: Assist in training Contact Center Representatives.
• Performance Monitoring: Assist evaluating performance and assist with coaching Contact Center Representatives.
• Goal Setting: Work with Contact Center Manager to set goals for Department and Contact Center Representatives.
• Reporting: Assist with performance reports to deliver to upper management.
• Training: Assist with and recommend training sessions with Contact Center Representatives.
• Strategy Implementation: Recommend and assist in implementing strategies to improve quality and productivity.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Education and Experience:

• Excellent Customer Service Skills: Strong communication skills, both verbal and written, empathy, and patience are essential for providing top-notch service.
• Banking Knowledge: Familiarity with bank products, services, and procedures.
• Education: High school diploma or GED certificate.
• Additional Requirements: Previous banking experience and customer service experience preferred. Strong problem-solving abilities with attention to detail. Ability to multitask and work efficiently in a fast-paced environment.

CFB provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.