TM Client Support Team Lead
Indiana, PA Indiana, PA Full-time Full-time Estimated:
$47K - $59.
5K a year Estimated:
$47K - $59.
5K a year 18 hours ago 18 hours ago 18 hours ago As the First Commonwealth Treasury Management Client Services Team Lead, you manage our Treasury Management Client Support and Implementations team, leading by example.
You have working knowledge of all systems associated with Treasury Management products.
As the Team Lead, you pitch in when call volume is high or the queue is full.
You coach the TM Client Support Specialists and conduct one-on-one meetings to instill value, understand issues and overcome obstacles.
You recognize opportunities for improvement and take action to ensure your team functions properly and efficiently.
You establish and monitor Service Level Agreements (SLAs) and take appropriate action if they are not being met.
You are dedicated and provide energy, inspiration, leadership and support to your team, partners, and clients.
You collaborate and share ideas with your team and partners.
You are involved with coordinating schedules to help manage the call volume queue and control the budget.
Responsible for goal setting, and semi-annual and annual performance reviews.
Essential Job Responsibilities____________________________________ 1.
Performs the same functions as the Treasury Management Client Support Specialists.
2.
Coordinates and supervises all functions within the TM Client Support & Implementations area.
3.
Supervises assigned staff including interviewing of applicants and semi-annual and annual performance reviews.
Establishes annual goals for assigned staff and monitoring team performance against goals.
4.
Coaches and develops Treasury Management Client Support Specialists.
5.
Establishes and monitors Service Level Agreements and takes appropriate action if not met.
6.
Monitors costs assigned to area of responsibility.
7.
Responsible for the proper scheduling of assigned personnel and training serviced by the assigned area to resolve problems and other issues.
8.
Coordinates and provides vacation/illness coverage for other areas as required.
9.
Aids in the development, implementation, maintenance, and enforcement of policies & procedures.
10.
Assists management with budget analysis.
11.
Assists management with staffing analysis.
12.
Maintains and builds TM product knowledge Bona Fide Occupational Qualifications_____________________________ 1.
An associate's degree or equivalent experience and a minimum of three (3) years of relevant experience in a customer-centric sales and service call center environment are required.
2.
A proven track record of leading with a vision, exceeding assigned goals, maintaining operational excellence, developing talent, building teams and driving performance is also necessary.
3.
Strong Microsoft Office skills.
4.
Proficient reading, writing, and grammar skills; proficient analytical and mathematical skills; proficient communicative and interpersonal relations skills.
5.
A valid driver's license and local and/or regional travel is required.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c).
Estimated Salary: $20 to $28 per hour based on qualifications.
$47K - $59.
5K a year Estimated:
$47K - $59.
5K a year 18 hours ago 18 hours ago 18 hours ago As the First Commonwealth Treasury Management Client Services Team Lead, you manage our Treasury Management Client Support and Implementations team, leading by example.
You have working knowledge of all systems associated with Treasury Management products.
As the Team Lead, you pitch in when call volume is high or the queue is full.
You coach the TM Client Support Specialists and conduct one-on-one meetings to instill value, understand issues and overcome obstacles.
You recognize opportunities for improvement and take action to ensure your team functions properly and efficiently.
You establish and monitor Service Level Agreements (SLAs) and take appropriate action if they are not being met.
You are dedicated and provide energy, inspiration, leadership and support to your team, partners, and clients.
You collaborate and share ideas with your team and partners.
You are involved with coordinating schedules to help manage the call volume queue and control the budget.
Responsible for goal setting, and semi-annual and annual performance reviews.
Essential Job Responsibilities____________________________________ 1.
Performs the same functions as the Treasury Management Client Support Specialists.
2.
Coordinates and supervises all functions within the TM Client Support & Implementations area.
3.
Supervises assigned staff including interviewing of applicants and semi-annual and annual performance reviews.
Establishes annual goals for assigned staff and monitoring team performance against goals.
4.
Coaches and develops Treasury Management Client Support Specialists.
5.
Establishes and monitors Service Level Agreements and takes appropriate action if not met.
6.
Monitors costs assigned to area of responsibility.
7.
Responsible for the proper scheduling of assigned personnel and training serviced by the assigned area to resolve problems and other issues.
8.
Coordinates and provides vacation/illness coverage for other areas as required.
9.
Aids in the development, implementation, maintenance, and enforcement of policies & procedures.
10.
Assists management with budget analysis.
11.
Assists management with staffing analysis.
12.
Maintains and builds TM product knowledge Bona Fide Occupational Qualifications_____________________________ 1.
An associate's degree or equivalent experience and a minimum of three (3) years of relevant experience in a customer-centric sales and service call center environment are required.
2.
A proven track record of leading with a vision, exceeding assigned goals, maintaining operational excellence, developing talent, building teams and driving performance is also necessary.
3.
Strong Microsoft Office skills.
4.
Proficient reading, writing, and grammar skills; proficient analytical and mathematical skills; proficient communicative and interpersonal relations skills.
5.
A valid driver's license and local and/or regional travel is required.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c).
Estimated Salary: $20 to $28 per hour based on qualifications.
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