Customer Resolution Specialist Lead

At First Fidelity Bank, people matter, including our customers, our communities, and especially our employees.

Our Customer Service teams play a critical role in delivering a positive client experience through phone and digital support. We are looking for service-driven individuals who enjoy problem solving, communicating with empathy, and taking ownership to help clients find solutions. Our team members are essential to our success, and we invest in them through training, development, and opportunities to advance.

In this role, you will receive competitive pay, a $1,000 sign-on bonus with a one-year retention agreement, and the training needed to be successful. One of our core values is providing a caring place to work where people feel supported, work collaboratively, and take pride in helping clients every day.

SUMMARY

Under the supervision of the Customer Service Managers, the Customer Resolution Specialist Lead (CRS Lead) serves as the expert resource for Customer Resolution Specialists (CRSs) and provides supervisory leadership to the Customer Service department while exemplifying the Bank's Mission, Core Values, and Golden Rules of Service. Manages escalated contacts and makes independent decisions in delivering the highest quality service possible for both internal and external clients.

Serves as a help desk resource for Bank colleagues. May provide direct supervision of CRSs, including coaching, motivating, counseling, scheduling, training, coordinating job duties, approving transactions, and assisting with questions or problems.

The CRS Lead develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, using critical thinking skills, and recommending appropriate products or services. Collects and analyzes data and engages in problem-solving to offer client solutions. Demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, and patience. Excellent communication skills over the telephone and live chats allow the CRS Lead to present oneself as a skilled professional who puts the client at the center of every interaction.

PRIMARY DUTIES/RESPONSIBILITIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

* Assists Customer Service leadership in managing real-time operations of the Contact Center and serves as a supervisor, mentor, and expert resource for CRSs.

* When issues arise, actively seeks possible alternative solutions and is ready to make recommendations to the Customer Service Managers.

* Supervisory responsibilities may include interviewing applicants, coaching team members, scheduling, monitoring and approving timesheets, managing attendance and overtime, promoting career development, and conducting performance evaluations.

* Provides encouragement, motivation, and empowerment to achieve or exceed goals. Inspires and leads team members to reach their full potential.

* Will supervise up to two CRSs as direct reports, which will involve coaching individuals on performance expectations, goal attainment, how to resolve problems and overcome obstacles, professionalism, client service, effective communication, teamwork, and the FFB sales method. Ensures colleagues understand how their actions have a direct impact on client satisfaction and the Bank's financial growth.

* Answers client contacts during times of high volume or during staffing challenges. Provides prompt, courteous, and accurate service via the telephone, mobile app and live chat. Maintains a friendly and outgoing personality to calmly respond to client problems and questions. Identifies, researches, and resolves issues using systems and resources available, taking ownership of each client interaction.

* Repairs client relationships through confident and professional handling of escalated calls. Effectively deescalates client issues using empathy and conflict resolutions skills.

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