Customer Solutions Supervisor (Customer Solutions Call Center) - Olio Rd.

STAR Financial Bank • Fishers, IN

1d • Hybrid

About The Position

STAR Financial Bank is an Indiana-based community bank known for its culture of delivering quality service, personalized banking solutions, and innovative use of technology for more than 80 years. We are proud to be a community bank in every aspect of the word. Beyond monetary giving and employee volunteerism, STAR is dedicated to partnering with the people and organizations that improve our communities. At every one of our locations, employees demonstrate their commitment to STAR and our customers by honoring our core values of Honesty & Integrity, Accountability, Respect for All, Do What’s Right, Commitment to Lifelong Learning, Community Leadership, Being Progressive, Celebrating Success and Remaining Independent. STAR Financial Bank proudly celebrates diversity and remains conscious of the realization that diversity is not solely represented by physical characteristics. STAR is an equal opportunity employer (EEO) with a commitment to inclusivity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, pregnancy, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state, and local laws. STAR complies with applicable STAR and local laws governing non-discrimination in employment in every location in which we have facilities. The Customer Support Representative role is included in a workplace model that includes both in-person and remote work. As a Customer Solutions Supervisor, the essential responsibilities include : Monitor and review phone calls and ITM sessions to ensure quality standards are being met. Manages and coaches the Customer Support Representatives in addition to other Human Resources responsibilities such as: hiring, firing, disciplinary actions, setting and monitoring annual and quarterly goals, completing timely performance appraisals, and approving merit increases. Maintain a current, working knowledge of STAR products and services. Functions as a Customer Support Representative (answer phone calls, emails, and ITM sessions) as the schedule and customer traffic requires. Accept calls that are escalated by request from the Customer Support Representatives. Up to the minute analysis of staffing levels through all delivery channels, making adjustments as needed. Leverage and maximize technology to accomplish specific business needs. Provide overrides as needed for Customer Support Representatives through the ITM channel. Review and approve/deny requests submitted for Debit Card/ATM Card limit increases. Stays current and knowledgeable of banking regulations. Perform special projects as assigned; such as creating or editing phone and ITM scripts, creating the Customer Solutions newsletter; serving as backup in performing daily operations tasks. Training and development of Customer Support Representatives, working closely with the Customer Solutions Training Coordinator.

Requirements

• Candidates must be able to complete training in Fort Wayne and commit to traveling to Fort Wayne for work-related needs at least twice per month.
• The Customer Solutions Supervisor role requires approximately 40 hours per week, scheduled 8-hour shifts between 7:00am and 6:00pm, Monday through Saturday.
• On weekends you're scheduled to work Saturday, you'll receive a full day off during the workweek.

Responsibilities

• Monitor and review phone calls and ITM sessions to ensure quality standards are being met.
• Manages and coaches the Customer Support Representatives in addition to other Human Resources responsibilities such as: hiring, firing, disciplinary actions, setting and monitoring annual and quarterly goals, completing timely performance appraisals, and approving merit increases.
• Maintain a current, working knowledge of STAR products and services.
• Functions as a Customer Support Representative (answer phone calls, emails, and ITM sessions) as the schedule and customer traffic requires.
• Accept calls that are escalated by request from the Customer Support Representatives.
• Up to the minute analysis of staffing levels through all delivery channels, making adjustments as needed.
• Leverage and maximize technology to accomplish specific business needs.
• Provide overrides as needed for Customer Support Representatives through the ITM channel.
• Review and approve/deny requests submitted for Debit Card/ATM Card limit increases.
• Stays current and knowledgeable of banking regulations.
• Perform special projects as assigned; such as creating or editing phone and ITM scripts, creating the Customer Solutions newsletter; serving as backup in performing daily operations tasks.
• Training and development of Customer Support Representatives, working closely with the Customer Solutions Training Coordinator.

Benefits

• Affordable Medical/ Vision/ Dental Coverage
• Flexible Dependent Care Account
• Health Savings Account (with employer contributions)
• Prescription Drug Plan
• Employee Wellness Initiatives (physical/mental/financial)
• Health Management Reimbursement Program
• Short Term/Long Term Disability
• Life Insurance
• Tuition Reimbursement
• Competitive Pay and Bonus Program
• 401k (with employer match)
• Generous Paid Time off including 11 1/2 holidays.
• Eligibility of benefits are determined by employment status classification and may be discussed during the interview process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed