Job Description
Customer Service Supervisor
San Antonio, Texas
Hours: Monday-Friday 12:00p.m. - 9:00p.m.
SWBC (Southwest Business Corporation) is consistently recognized as one of the premier employers in San Antonio and has an immediate opening in our Service Center Operations for an experienced, Customer Service Supervisor. This is an exciting opportunity for the right individual to join an energetic and seasoned team, with an established and expanding national firm.
SWBC is a diversified financial services company providing a wide range of insurance, mortgage, and investment services to financial institutions, businesses and consumers. SWBC has over 1,200 employees, with offices in 27 states, and annual revenues of more than $200 million. SWBC has recently been recognized as one of the Top Ten Best Places to Work in San Antonio.
Position Summary
Supervises the staff and activities involved with all aspects of customer service support protection in loan portfolios to financial institutions, insurance agents and borrowers/members; handles staffing and personnel issues; and verifies and updates all Service Center Employee work and break schedules, documents tardies, and maintains attendance records.
Essential Duties
- Supervises the staff and activities involved in providing efficient and effective customer service support in administering collateral protection insurance coverage to include work schedule maintenance; interviews for open positions; coaches, counsels and disciplines; processes time cards, and resolves personnel related issues.
- Oversees and monitors inbound and outbound service calls regarding collateral protection insurance coverage questions, inquiries and/or problems for all levels of complexity to ensure quality standards, compliance with policies and procedures, and timely feedback.
- Establishes and maintains effective communication with financial institutions to ensure customer expectations are being meet.
- Monitors and enforces quality expectations by reviewing, coaching and counseling representatives on their phone call scoring sheets.
- Assists in the development of training programs to meet ongoing customer service initiatives by identifying and coordinating training need.
Monitors and oversees the timely execution of various department activities to include team fax queues, group email accounts, and maintenance workload queues to ensure effective customer service support.
Job Requirements
Minimum Requirements
- Must have a Bachelor’s Degree in Business, Management, Communications, Marketing, related field or equivalent experience.
- Must have at least two to three (2 – 3) years high-level call center, telemarketing, customer service or other related experience in an insurance or banking environment.
- Supervisory experience preferred.
- Must have excellent interpersonal, organizational, communication (both written and oral), and telephone etiquette skills.
- Must possess a working knowledge of personal computers to include MS Word, Excel, PowerPoint, Internet, and AS400.
- Must be able to work under sometimes stressful conditions while maintaining professionalism and enthusiasm.
- Must be able to type at least 30 WPM accurately and know 10-key by touch.
- May be required to sit for long periods of time.
Additional Information
· SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
· Please note, SWBC does not hire tobacco users.
SWBC’s compensation package is competitive and includes the following employee benefits: 401(k) with company match, paid medical/dental health premiums for employees, Life, Long Term Disability, Accidental Death and Dismemberment and Long Term Care insurance policies. SWBC also provides opportunities for professional growth. To learn more about SWBC, visit our website at www.SWBC.com. If interested, please e-mail your resume through our website listed above. Only those candidates who meet the minimum requirements need apply.
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