Boston Private Bank & Trust Company

  • Call Center Team Lead

    Job Locations US-MA-Boston
    Posted Date 2 days ago(8/15/2019 3:10 PM)
    Job ID
    2019-2136
    # of Openings
    1
    Category
    Operations
  • Overview

    The Call Center/Concierge Desk Team Lead will professionally greet clients via the phone. This is a supervisory role in which the Team Lead will manage the day to day operations of the concierge desk as well as answer, address, and appropriately escalate, if necessary, any client communications regarding Deposits, Loans, general inquiries, and other client concerns.  Someone in this role should have detailed and comprehensive knowledge of all business lines and products/service to be able to assist all Concierge Desk Representatives with their questions. This role will work in the 10 PO Square Boston office and will report to the Concierge Desk Manager. The Concierge Desk hours are 8 a.m. – 8.p.m. This is a full time position, 2nd shift.

    Responsibilities

    • Assisting clients, via the phone or email, with all banking inquiries
    • Creates friendly, positive impact on clients
    • Ensure accurate and timely processing of client requests
    • Make timely decisions that may be exceptions to procedures, in escalated and special situations
    • Document all calls in Salesforce with attention to detail
    • Build internal and external relationships through exceptional problem solving, ownership and follow-through
    • Solid understanding of Boston Private products and services
    • Responsible for traffic control of calls
    • Monitor and evaluate calls for quality assurance and compliance
    • Communicate any customer or representative issues or trends
    • Ability to work in a fast paced environment
    • Training of new team members as necessary
    • Create a healthy working environment based on teamwork and trust
    • Work with Concierge Desk Manager to implement effective team schedule
    • Ensure compliance with all Federal, State and local laws as well as BPB&TC policies and procedures. Updates security and regulatory information through regular training.
    • Maintain general knowledge of all departments to answer questions and contact appropriate staff for answers
    • Demonstrates continual learning by attending industry seminars, webinars and other training programs

    Qualifications

    • Bachelor’s Degree strongly preferred
    • 5-7 years’ experience in retail banking or financial services
    • Critical thinking and Problem Resolution
    • Experience working in a call center
    • Ability to multi task
    • Outstanding business phone etiquette
    • Leadership
    • Team player
    • Excellent Client service skills
    • Excellent communication skills - oral and written
    • Excellent writing skills
    • Strong Organization Skills
    • Systems & Technical Knowledge including Amazon Connect, Fiserv Signature, Nautilus, Salesforce, Microsoft Office

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