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Career Opportunities

The Proven Choice. The Right Choice.

TEAM LEAD – CUSTOMER CARE CENTER TRAINING

posted by: BMT

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The Team Lead – Customer Care Center Training exemplifies the core values of The Bryn Mawr Trust Company. This position is responsible for assisting the management team for banking operations.  Responsible for ensuring all new Team Members are fully trained on the BMT Products and Services prior to taking client calls. In addition to training new Team Members, the Training Team Lead will participate in the ongoing training initiatives within the Customer Care Center including but not limited to: new system training, procedure development, coaching and quality assurance reviews.  Monitors all incoming workflow and completion of work by the team members in line with published service level expectations.  This includes inbound calls, outbound calling and all electronic communication channels. Works collaboratively with the other Operations managers, team leaders and other team members to complete work items and ensure all deadlines and processes are completed accurately and efficiently.  Ensures that all projects and testing are completed in line with bank expectations. Takes Customer Calls as needed.

This position will be based in Wayne, PA.

Responsibilities:

  • Ensures all new Team Members are fully trained on BMT Products and Services from a general and technical aspect.
  • Maintains all departmental procedures and operating guidelines ensuring they are always kept current and accurate.
  • Handles up to ten quality assurance and compliance monitoring calls per team member within the Customer Care Center on a monthly basis.
  • Is a key player in understanding and mastering new systems, products and services; develops relative training materials, and successfully rolls out and trains team members on these new concepts.
  • Works with other lines of business, as needed, to help the Customer Care Center achieve organizational goals.
  • Participate and conduct department meetings, quality assurance and input into performance reviews for department personnel.
  • Keeps informed of regulatory and compliance issues to ensure the Bank and department comply.
  • Review, recommend, and update procedures for the Customer Care Center and other departments, if applicable, to ensure they are in line with bank policy and regulatory expectations.
  • Reviews daily, weekly and monthly KPI Call Metrics for our team members, and actively coaches and develops team members struggling to meet and exceed certain KPIs.
  • Develop and facilitate, with the assistance of peers and the management team, ongoing continuing education, focused on industry topics, products and best in class service. Requires cross department and cross division interaction.
  • Responsible for implementing and managing a sales and service culture in line with the community bank and the bank’s strategic product roadmap.
  • Provide Level 2 support to branches for Electronic Banking and Deposit Operations products and services during normal Branch operating hours.
  • Actively participate and engage in other projects and as directed by the management team.
  • Maintain all departmental procedures and operating guidelines.
  • Takes inbound customer calls and makes outbound customers calls as needed to help the Customer Care Center exceed departmental KPIs.

Requirements:

  • Minimum of 5 years of experience in Banking Call Center Operations or similar environment including:
    • Skill based call queue routing
    • Maintenance of upfront queue menus and call flow
    • Team Member scheduling to ensure all KPIs are met or exceeded
    • Team Member development including monthly and annuals reviews, training, and ongoing development
  • Ability to hire, train, retain and motivate team members to provide excellent service to clients
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  • Ability to multi-task and remain composed under pressure.
  • Strong Coaching and leadership skills with ability to motivate team members
  • Set KPI objectives and analyze call center data to ensure BMT and staff meet goals
  • Proficient in the Microsoft Office Suite of products.
  • Must have a positive, customer-centric approach.
  • Excellent organizational, time management, and detail orientation skills
  • Ability to work independently to resolve issues
  • Experience with Fiserv Signature, and the Fiserv Suite of products is preferred
  • Experience with Customer Relationship Management tools such as SalesForce, CRM, or comparable platform is preferred.
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