CSC Colleague Resource Center Team Lead
Core
Senior team lead providing advanced support, resolving escalated calls, and coaching bankers on risk avoidance and process improvements for a bank's Colleague Resource Center.
Role type
Senior IC customer service team lead
Builds
Internal support processes and risk mitigation strategies for bank colleagues and customers
Domain
Banking / Customer Service
Deliverable
client delivery
Required skills
Independent decision making, risk identification, process improvement, policy adherence, complex issue resolution, coaching
Preferred skills
Quality assurance, written and oral communication, time organization, multitasking, accuracy
Technologies
Banking systems, risk management tools
Responsibilities
Resolve escalated calls from CRC agents, coach bankers on risk avoidance, recommend process improvements, ensure service level standards, advise colleagues on operational guidelines
Seniority
Senior, hands-on IC