Customer Service Supervisor – Treasury Services

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EXL

WebsiteLinkedInAll Job Openings

10,000+ employees

💰 $2M Venture Round on 2015-01

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

📋 Description

• Supervise, mentor, and motivate a team of Treasury Services customer service representatives, providing guidance and support to enhance their performance and development. • Monitor inbound call operations, ensuring compliance with departmental policies and procedures, and maintaining high standards of customer service. • Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve team capabilities and service delivery. • Develop and implement quality assurance processes to assess call quality, ensuring that representatives adhere to best practices and provide accurate information to clients. • Act as an escalation point for complex customer inquiries, resolving issues promptly and ensuring client satisfaction. • Generate reports on team performance metrics, customer feedback, and operational efficiency, utilizing data to identify areas for improvement. • Work closely with cross-functional teams, including training, compliance, and product management, to enhance service offerings and address client needs. • Identify and recommend process improvements to enhance operational efficiency and client satisfaction within the Treasury Services department.

🎯 Requirements

• Minimum of 3 years of experience working in a financial institute’s customer service department, with at least 1 year in a supervisory role– preferably as part of the Treasury Services department. • Strong understanding of banking operations, particularly in transfer-related services. • Excellent communication and interpersonal skills, with the ability to foster a positive team environment. • Proficient in call center technologies and software; experience with CRM systems is a plus. • Strong analytical and problem-solving skills, with a focus on data-driven decision-making. • Ability to work independently and manage multiple priorities in a fast-paced environment.

🏖️ Benefits

• For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits