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College Savings Group Team Lead

Position Summary:  The College Savings Group Team Lead will assist with the oversight of call center functions to ensure quality work and exceptional customer service, assist with facilitation of initial and ongoing training of customer service representatives and will work closely with the College Savings Group Supervisory team to ensure all performance standards are met.

Essential Functions:

  • Assist with oversight of call center functions to ensure quality work exceptional customer service and that all College Savings Group performance standards are met.
  • Assist with initial and ongoing training of customer service representatives.
  • Coordinate the scheduling of appropriate staff during business hours.
  • Observe and evaluate customer service representative phone calls on a regular basis for quality control and coaching feedback.
  • Complete regular Quality Control reviews of employees’ pending folders to ensure all pending items are resolved in a timely manner and correct procedures are followed.
  • Complete daily Quality Control reviews of transaction requests (withdrawals, investment changes, contributions) to ensure accuracy and excellent service.
  • Assist with employee performance evaluations and perform regular employee coaching sessions.
  • Assist with the facilitation of regularly scheduled staff meetings.
  • Assist with coordination and evaluation of large projects to ensure projects are completely timely and correct procedures are followed.
  • Answer toll Customer Care lines for the UBT-managed 529 Programs and set the example by providing exceptional service at all times.
  • Resolve problems through sound decision making and with confidence.
  • Provide department management with regular updates on staff and call center activity in order to track progress of goals and plan for the future.
  • Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training; follow internal processes and controls as required.
  • Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
  • Regular and reliable attendance is an essential function of this position.
  • Performs other job related duties or special projects as assigned.

Preferred Talents:

  • Accurate and detailed
  • Effective communicator both verbal and written
  • Positive and people focused
  • Organized and able to multi-task
  • Independent with a team orientation

Qualifications:

  • Bachelor’s degree in a related field or equivalent experience preferred.
  • Two years of customer service experience required.   
  • Fluent in Spanish strongly preferred. 
  • Supervisory experience preferred. 
  • Working knowledge of 529 Plan rules and regulations preferred. 
  • Proficient in Microsoft Word, Excel and in working with other financial software. 

Working Environment:

  • Sedentary work, occasional lifting and/or carrying up to 20 pounds. 
  • Indoor work not exposed to outdoor elements or hazards. 

SHIFT HOURS:

40 hrs/week (varied hours between 7:00am and 7:00pm)

 

PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.



 Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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