Customer Resolution Specialist Lead

Overview

Customer Resolution Specialist Lead (CRS Lead) at First Fidelity Bank seeks an experienced banking and contact‑center professional to serve as an expert resource for Customer Resolution Specialists (CRSs) and provide supervisory leadership while upholding the bank’s mission, core values, and Golden Rules of Service.

• Assist Customer Service leadership in managing real‑time operations of the Contact Center and serve as a supervisor, mentor, and expert resource for CRSs.
• When issues arise, actively seek alternative solutions and provide recommendations to the Customer Service Managers.
• Perform supervisory duties, including interviewing applicants, coaching team members, scheduling, monitoring and approving timesheets, managing attendance and overtime, promoting career development, and conducting performance evaluations.
• Provide encouragement, motivation, and empowerment to achieve or exceed goals; inspire and lead team members to reach their full potential.
• Supervise up to two CRSs as direct reports, coaching on performance expectations, goal attainment, problem resolution, professionalism, client service, effective communication, teamwork, and the FFB sales method. Ensure colleagues understand how their actions impact client satisfaction and the bank’s financial growth.
• Answer client contacts during high-volume or staffing‑challenges periods, offering prompt, courteous, and accurate service via telephone, mobile app, and live chat; maintain a friendly and outgoing personality, research and resolve issues, and take ownership of each interaction.
• Deescalate client issues through confident and professional handling of escalated calls, using empathy and conflict‑resolution skills.
• Provide additional departmental support by working the support desk, assisting with the Virtual Bank by opening new deposit and loan accounts, helping with Treasury Support calls, answering chat and Banno client chat messages, and maintaining procedure manuals.
• Rapidly learn bank products, services, systems, policies, and procedures through ongoing training, self‑study, and career development to serve as an expert resource for CRSs; manage time efficiently, use effective listening and discernment, ask need‑defining questions, match client needs with appropriate products or services, apply taglines, and contribute ideas that benefit clients and the Contact Center.
• Provide technical support for online banking and other bank‑wide products.
• Assist clients with loan and new account applications, including scheduling branch closings.
• Input disputes for clients via telephone and internet.
• Maintain the highly confidential nature of client information and records.
• Consistently support the bank’s mission, vision, and core values.
• Perform other related duties as assigned by the Customer Service Managers or Director.
• Arrive at work and remain available to take calls from the start of the scheduled shift; regular, reliable attendance and punctuality are essential.

• At least two (2) years of previous banking and/or contact‑center experience.
• Previous supervisory experience preferred.
• Bilingual a plus.
• Previous experience with live chat communications a plus.

• High school diploma or equivalent required.
• College degree preferred.

• Exceptional listening skills and attention to detail.
• Ability to think, reason, and react quickly to formulate solutions and provide personalized client service.
• Demonstrate empathy with client concerns.
• Handle large volumes of contacts via telephone or internet, remain calm under pressure, and act in the bank’s best interest.
• Courtesy, tact, and diplomacy; professional handling of diverse personalities and cultures.
• Superior verbal communication skills; articulate, intelligent, clear, and concise over the telephone.
• Strong written communication and keyboarding skills for accurate documentation and client assistance via internet or mobile app.
• Work independently with minimal supervision in a fast‑paced environment.
• Quickly gain knowledge and understanding of all bank products and services, including new launches.
• Strong organizational skills enabling multiple task balance.
• Independent decision‑making within defined guidelines.
• Adapt quickly to change and remain flexible.
• Maintain positive team spirit and communication.

• Supervisory responsibility:
  Yes.
• Physical requirements:
  
  Normal office environment.

AA/EOE/D/V/MEMBER FDIC