Customer Service Supervisor - Treasury Services

EXL is a leading data analytics and digital operations company seeking a dedicated Customer Service Inbound Call Center Supervisor to lead their remote team in the Treasury Services department. This role involves overseeing customer service representatives, ensuring high-quality service delivery, and maintaining compliance with industry standards.

Responsibilities:

• Team Leadership: Supervise, mentor, and motivate a team of Treasury Services customer service representatives, providing guidance and support to enhance their performance and development
• Operational Oversight: Monitor inbound call operations, ensuring compliance with departmental policies and procedures, and maintaining high standards of customer service
• Performance Management: Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve team capabilities and service delivery
• Quality Assurance: Develop and implement quality assurance processes to assess call quality, ensuring that representatives adhere to best practices and provide accurate information to clients
• Customer Experience: Act as an escalation point for complex customer inquiries, resolving issues promptly and ensuring client satisfaction
• Reporting and Analysis: Generate reports on team performance metrics, customer feedback, and operational efficiency, utilizing data to identify areas for improvement
• Collaboration: Work closely with cross-functional teams, including training, compliance, and product management, to enhance service offerings and address client needs
• Continuous Improvement: 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
• Experience mentoring and managing 100% remote financial services inbound call center teams is a plus