Customer Service Team Leader

The First National Bank in Sioux Falls•Sioux Falls, SD

About The Position

Position Summary: The Customer Service Team Leader provides guidance, support, and expertise to the customer service team. In this role you will handle complex and high-priority customer issues, supervise team activities, and promote a customer-centric culture. Your strong leadership skills, subject matter expertise, and ability to drive exceptional customer experiences will contribute to the overall success of the customer service department. In addition, our FIRST Values apply to all teammates without exception. FIRST Values Family We support, trust, and respect each other, our customers, and our shareholders. Independence & Innovation We embrace change as vital to our success. Relationships We build relationships that are based on strong character, mutual loyalty, trust, and respect. Stewardship We take care of ourselves so we can take care of others. Teamwork We help each other grow and succeed. Who we are: The First National Bank in Sioux Falls began its long-term commitment to the Sioux Falls area in 1885. The oldest bank in Sioux Falls owes its longevity to a combination of service, stability, innovation, and family involvement. Over the past 140 years, The First National Bank in Sioux Falls has worked diligently to promote the growth and vitality of our city and the surrounding area. The Bank strives to continually be recognized as a community leader by reinvesting financial resources back into the communities it serves and encouraging active employee involvement in community volunteer organizations. The First National Bank Way, which is a blend of our Mission Statement and FIRST Values, serves as the foundation of our culture. It is a gift that has been passed down to us and is the legacy that we will protect and preserve. Nothing is more important to us it is the cornerstone of our success. Our culture is driven by integrity, service, and strong values; nothing has shaped it more than our FIRST Values. Our FIRST Values are not just words; they are truly felt by our employees, customers, shareholders, and communities. They tell us who we are as a business and guide our behaviors and decisions as we move forward and build successful relationships. Although banking has evolved over the years, our mission and values have not and will not change.

Requirements

Excellent verbal and written communication skills.
Ability to maintain positive rapport with a wide range of individuals.
Ability to conduct relationships in a manner that ensures cooperation and positive results.
Excellent organizational skills and attention to detail.
High degree of accuracy required.
Demonstrate a high degree of concern for professional and innovative customer service.
Ability to adapt to the needs of the organization and teammates.

Nice To Haves

Secondary education in business or related field preferred.
Five or more years of relevant work experience including operations experience, one or more years of leadership experience, or a combination of education/experience that would enable incumbent to meet accountabilities and required competencies of the position.

Responsibilities

Lead with clear direction, providing the necessary tools to delegate and elevate for growth and development of teammates.
Responsible for leading, managing and holding their direct reports accountable.
Lead and inspire their team to strive for the best outcomes.
Take ownership of the development of direct reports and makes sure that team-members are challenged and engaged.
Ensure that direct reports are trained and delivering value to our customers and to the bank.
Address performance issues in an effective and meaningful manner.
Hold regular 1:1's, quarterly conversations, and team meetings.
Foster a positive and inclusive work environment that encourages collaboration, teamwork, and professional growth.
Accountable to ensure customer requests and issues are handled efficient and effectively to provide exceptional customer service.
Handle complex and high-priority customer issues, including escalated complaints, regulatory matters, and sensitive customer interactions.
Collaborate with Customer Operations Manager to address and resolve customer concerns effectively.
Stay updated on industry trends, regulatory changes, and best practices in customer service.
Listen to the selected phone calls carefully, paying attention to communication clarity, adherence to policies, accuracy of information provided, and overall professionalism.
Evaluate how effectively team members address customer inquiries, demonstrate empathy, and resolve issues.
Evaluate service standards and performance metrics (abandon %, hold times etc.) to measure and improve customer satisfaction.
Monitor and analyze metrics and performance indicators to identify trends, patterns, and areas for improvement.
Assist with identifying opportunities for process improvement within the customer service function, such as streamlining workflows, enhancing customer self-service options, or improving response times.
Collaborate with cross-functional teams to implement process enhancements, automation, and technology solutions.
Prepare data for reports and presentations on customer satisfaction, issue resolution, and team performance for management review.
Participate in making data-driven recommendations to optimize the customer service function and enhance the customer experience.
Analyze trends and common areas of improvement across the reviewed calls.
Identify potential training needs or process adjustments that could enhance the team's overall performance.