Service Center Team Lead

Job Description

Job Description

Description :

The Service Center Team Lead contributes to ongoing guidance of a team of Service Center Specialists, ensuring efficient daily operations and excellent customer service through various communication channels, while also identifying, investigating, and mitigating fraudulent activities to protect the bank and its customers, and actively seeking and implementing operational efficiencies.

Requirements :

Essential Job Functions

• Guides a team of Service Center Specialists in daily tasks, including handling calls, chats, emails, and other customer communications.
• Answers incoming customer calls, chats, and emails and provides information on bank products and services.
• Monitors team performance and provides feedback.
• Guides specialists in handling complex inquiries and escalated issues.
• Ensures adherence to service level agreements and quality standards.
• Prepares team schedules and workflow.
• Communicates important information and updates to the team.
• Addresses routine team issues and escalates complex matters to supervisor or manager.
• Trains and onboards new team members.
• Promotes a positive and collaborative team environment by sharing the benefits of products and services to customers and how the Bank stands out. Identifies opportunities for team development and process improvement.
• Identifies potentially fraudulent activities through system monitoring and alerts.
• Investigates suspicious transactions and account activity.
• Communicates with customers regarding potential and actual fraud.
• Collaborates with other departments on fraud investigations by providing details of reported fraudulent activity.
• Documents all investigation activities and findings.
• Adheres to regulatory requirements and bank policies related to fraud prevention.
• Utilizes bank fraud detection systems and case management tools such as Verafin and customer relationship management (CRM) for the purposes of reporting and shared communication.
• Recommends bank products and services when appropriate during customer interactions.
• Analyzes fraud trends to identify potential risks.

Other Duties

Qualifications, Experience, and Education

River Run Services, LLC is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing or service in the military.

If you are an individual with a disability and require a reasonable accommodation to complete the application process, you may contact Human Resources at hr@riverrun.com or call 978-462-3136.

#ZR