SOLUTIONS CENTER TEAM LEAD, OPERATIONS

Job Title: Solutions Center Team Lead, Operations

Reports To: VP, Solutions Center Manager

Flexible Work Program Eligibility Code: Remote Work (RW) & Hybrid Work (HW)

POSITION OVERVIEW:

Under the direction of the Vice President, Solutions Center Manager and the Solutions Center Officer, the Solutions Center Team Lead, Operations, (Team Lead) directly supports the directives of the management team. The primary focus of the Team Lead is to ensure that the Solutions Center staff is properly trained to provide customer service and solutions by telephone email, chat, text, and other forms of electronic communication. The Team Lead will support the Solutions Center Officer to build a team of individuals dedicated to providing internal and external customers with exceptional customer service. The Team Lead demonstrates a willingness to do more than is required or expected by embracing the Bank's mission statement and core values, which will improve results and morale, as well as create new opportunities.

RESPONSIBILITIES:

RELATIONSHIP DEVELOPMENT AND SERVICE:

• Represents BayCoast Bank with a professional, friendly, and helpful demeanor with every interaction.

• Supports approximately twelve (12) to twenty (20) Solutions Center Representatives, helping them to acquire the skills and performance required to meet and exceed their objectives.
• Leverages problem solving and strong communication skills to resolve customer issues.
• Displays willingness to make decisions and exhibit sound and accurate judgment as well as including appropriate individuals in the decision-making process.
• Maintains a thorough knowledge of all Bank products, services, policies, and regulations.
• Utilizes Salesforce as a primary tool to record and monitor customer activity.
• Embraces the Bank's commitment to Solutions by seeking and recognizing opportunities to refer our customers and new business to different areas of the Bank, BayCoast Insurance, BayCoast Financial services, Plimoth Investment Advisors, BayCoast Mortgage and Priority Funding.
• Attends regular meetings with BayCoast Insurance management to analyze and improve customer and employee experiences and to implement changes as needed.
• Maintains a current registration with the Nationwide Multistate Licensing System (NMLS)

STAFFING AND COACHING:

• Is the primary point of contact for solutions center representatives.
• Ensures that all staff are adequately trained with respect to product knowledge and customer-centric service standards.
• Identifies weaknesses and strengths and works with the management team to motivate, coach, and develop for improvement or continued development of identified strengths.

• Has a willingness to work within a flexible work week as customers' needs dictate.
• Keeps informed of pertinent policies and procedures affecting the Solutions Center and/or the staff.
• Is an exemplary listener who is open to collaboration and cooperation between colleagues who share responsibility. Exhibits confidence in self and others; inspires and motivates others to perform well. Effectively influences actions and opinions of others.
• Accepts feedback from staff members and communicates any concerns or suggested enhancements to management.
• Uses customer knowledge to coach and develop staff on how to optimize service delivery. Helps customers better articulate their needs. Is skilled at handling unique or complex customer requests, issues or needs.
• Assists the Team Lead, Coaching and Developing, in conducting weekly observations
• Assists the Solutions Center management team to coach each staff member to provide exceptional service by completing weekly observations.
• Administers personnel policies and procedures as established by the institution.

OPERATIONS:

• Supports the Senior Solutions Center Representatives with their supervisory duties.
• Spends approximately 50% of the day logged into the telephone system to handle overflow solutions when necessary.
• Make certain that all office operations are performed in accordance with established Bank policies and procedures, either directly or through the appropriate supervisor.
• Ensures that all staff completes required regulatory training, including but not limited to BVS and Know-Be-4 training modules.
• Makes recommendations for changes and/or improvements in procedures as appropriate.
• Performs the duties of a Solutions Center Representative as needed.
• Assists customers with debit card disputes and card maintenance, including travel notifications and activating Apple and Google Pay.
• Assists customers with proper completion of debit card and account fraud forms and processes.
• Exhibits a high level of caution when handling customer transactions and utilize Multi Factor Authentication methods as necessary.
• Processes address changes for personal and commercial customers.
• Troubleshoots various technical issues with online banking and bill pay access.
• Creates workflows to ensure that the Solutions Center is running as efficiently as possible.
• Creates and assigns Salesforce Cases as needed.
• Reviews Salesforce Cases and ensures that proper documentation has been provided and that the case is completed accurately.
• Reviews and approves forms for accuracy.
• Guides staff with error resolution of cases and/or forms.
• Creates workflow guides for staff to follow.
• Creates, reviews and approves wire transfers.
• Manages cashbox for loan payments processed through payment portal and clears Electronic Ledger totals to ensure that loans are credited accordingly
• Reviews rejected loan payments and creates cases as needed for staff to contact customers to ensure that all loan payments processed through the employee and customer portal are credited correctly.
• Communicates with other Bank departments and affiliates to assist in answering questions and resolving issues.
• Builds cooperative and effective relationships with other bank departments and affiliates.
• Assists with mortgage and HELOC applications.
• Takes consumer loan applications.
• Creates and manages staffing schedule and ensures that staffing adequately meets service level needs.
• Reviews and approves time off requests and maintains a record of all scheduling requests.
• Regularly reviews and discusses service statistics with the management team.

• In the absence of any other Solutions Center management, takes full control of managing the daily duties of the solutions center.

• Is part of the dedicated team handling BayCoast Insurance phone calls.
• Attends all required meetings/training as assigned or scheduled.
• Assumes additional responsibilities as requested.
• Monitors staff usage of Salesforce and address shortfalls as needed.
• Creates a weekly summary of all relevant emails, process changes and all information that may affect staff and/or customer interactions.

KNOWLESGE/SKILLS/EXPERIENCE REQUIREMENTS:

Some college experience or extensive banking knowledge required. Customer service and supervisory experience. Positive and helpful attitude. Familiarity with all Bank products and services, as well as Government and State banking regulations. Excellent communication skills both verbally and written with a knowledge of Microsoft Word and Excel. Must be well organized, detail oriented, and accurate with the ability to accept and make changes quickly. To be a team leader who can motivate and encourage staff.

This position operates in a general office environment, and requires frequent and continuous use of a personal computer, a telephone and a headset. The job requires sitting for an extended period of time. The pace of incoming calls is often continuous.

PHYSICAL CONDITIONS AND REQUIREMENTS

General office environment. Requires frequent and continuous use of a personal computer, a telephone and a headset. The job requires sitting for an extended period. The pace of incoming calls is often continuous. The Solutions Center Team Lead may handle an average of up to 100 calls in an eight (8) hour day. Reasonable employee accommodation for physical or mental disabilities will be considered on a case-by-case basis. May be required to work evenings and/or weekends. May be required to attend remote meetings and/or travel.

This position is a hybrid work position that may require staff to work either remotely or in person in accordance with the needs of the business.