Customer Care Team Leader

We are a values driven organization putting Relationships FIRST. EagleBank (NASDAQ – EGBN) is focused on being Flexible, Involved, Responsive, Strong, and Trusted. By prioritizing meaningful connections with our customers, employees, and shareholders, we relentlessly deliver the most compelling, valuable service to our customers.

EagleBank is committed to inclusion, equity, and respect. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience. We believe employees are essential to the building of relationships and we prioritize investing in employee growth and wellbeing. Employee involvement is fostered through resource groups, mentorship programs, community service, and scholarship opportunities for continued education. With features including maternity and parental leaves, wellness discounts, healthcare premium sharing, employer funding in your HSA account, and 100% 401(k) matching up to 4%, we pride ourselves in the ways we support our internal relationships.

We understand the need to be creative and flexible when it comes to telecommuting and other alternative work arrangements. This position is eligible for our hybrid remote work and will work in the Bethesda, MD office four days per week.

The Customer Care Team Leader oversees and directs inbound Customer Care Center based on analysis of quantifiable metrics provided in RingCentral reports and monitors daily call queues, calls waiting, abandonment rate, etc., to achieve performance and productivity targets. Ensures Ring Central System is technically performing to standards and troubleshoots issues that arise. Supervises and trains Customer Care Representatives to expand functional knowledge and phone service skills; monitors calls to assess quality of service delivery.  Regularly serves as a model call agent when all agents are occupied and willingly handles escalated service issues.  Responsible for knowledge, adherence, authorship and enforcement of all Customer Care Center policies and procedures. Ensures account privacy and customer identity protection based on the Bank's Information Security Policy.

MAJOR DUTIES AND RESPONSIBILITIES:

• Ensure and review quality assurance of the Customer Care team through report analysis and call observation.
• Responsible for the day-to-day management of the staff including coaching, performance evaluations, training and support. Manages and develops call center staff to expand functional knowledge and customer service skills.
• Ensure that staff provides consistently outstanding customer service and accurate information in a timely manner to ensure continued customer satisfaction.
• Assist with escalations from a Customer Care representative.
• Responsible for all call center operations including daily monitoring of the Automatic Call Distribution queues; preparation of monthly summary reports; and analysis of trends.
• Manages the RingCentral Call System programming and interfaces with RingCentral customer support, as needed.
• Ensures inventory of headsets are working and troubleshoots equipment, as needed. Analyzes RingCentral reports and utilizes the metrics to improve performance.
• Extracts information from RingCentral reports to manage peak call times and staff appropriately.
• Develops, leads and motivates the Customer Care representatives to deliver support and assistance to consumer and business customers calling about Online Banking, Mobile Banking, VISA debit cards, Remote Deposit, browser issues, SecureLock and other Treasury related Digital Banking services, as well as all calls received through the main switchboard number for the Bank.
• Collaborates with Departments to leverage the Customer Care Center to answer calls supported by their Departments, drafts appropriate procedures and trains staff to support new functions.
• Oversees all inquiries via the Bank’s website and ensures appropriate response to requests for assistance.
• Accepts Reg E claims by phone and ensures immediate transferal
• Oversees the online account review, opening, maintenance, servicing and reporting
• Other duties as assigned.

Requirements:

• High school diploma or equivalent.
• 5 years of previous financial center Call Center experience with escalating responsibility OR
• 2 years in Assistant Branch Manager/Branch Service Manager and 3 years in Customer Service Rep/Business Banker role
• 2 years of supervisory/leadership experience required.
• A strong working knowledge of Digital Banking, mobile deposit platforms, VISA debit card issues, consumer loan servicing, deposit account servicing, and treasury servicing.
• General knowledge of MS Office.
• General banking knowledge.
• Working knowledge of call center systems.
• Strong technical aptitude and expertise.
• Quick learner who can assimilate and retain a ready working knowledge of broad subject matter.

Preferences:

• Two year degree in general studies preferred.
• Supervisory experience preferably in a Financial Institution.
• Call center experience at a financial institution.

Don't meet all the requirements? We encourage you to still apply if you think you are the right person to join our community. We are always interested connecting with people inspired by our mission and values. If you aren’t hired for this position, your resume will remain available for the next year and might be considered for future openings. Note: You can update your resume as often as needed.