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.

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.

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

Customer Service Supervisor – Treasury Services

Key skills