WSFS Bank
Customer Solutions Team Lead
Philadelphia, PA
Sponsorship not specified$54k-$88kDetected 12 days ago
NegotiationExcelCustomer SupportLeadershipCommunicationProblem SolvingOrganizational SkillsMicrosoft Office
About the role
- Distribute work and duties as necessary amongst the team which could change day to day.
- Prepare issue analysis, status updates, and special reporting to leadership on a regular basis.
- Properly triage customer issues and ensure they are responded to in a timely manner.
Responsibilities
- Our mantra is "business lending done right", and our strategy is to revolutionize small business lending by employing the latest technology and a motivated workforce to deliver fair and transparent financing solutions to businesses with unmatched levels of speed, convenience and customer service.
- Help drive overall team effectiveness by monitoring morale, and prioritizing team assignments.
Requirements
- Bachelor's degree desired or 10 years of work experience in related field
- Strong working knowledge of Microsoft Office
- Intermediate working knowledge of Excel
- Superior written and verbal communication skills with ability to adapt style to effectively communicate with intended audience
- Ability to articulate thoughts and ideas clearly, concisely, and persuasively
- Ability to waive late fees up to a discretionary amount as set by leadership
- Exceptional customer service skills
- Proven ability to lead and motivate a team of employees
- High level of responsiveness
- Strong organizational, planning, and process management skills
- Strong analytical skills
- Strong working knowledge of Microsoft Office; Intermediate working knowledge of Excel
- Ability to effectively overcome customer concerns and create best possible outcome for customer and company
- Excellent problem solving and negotiation skills
- Excellent organizational skills and attention to detail
Compensation
- Individual base pay may vary on additional factors such as the candidate's experience, job-related skills, relevant education, geographic location, and other specific business and organizational needs.
- In addition to base salary, WSFS Financial Corporation (WSFS) and its subsidiaries may offer eligible Associates discretionary and formula-based incentive and retention awards.
- $53,744.00 - $88,290.50
Benefits
- Additional benefits may include paid parental leave, military leave, vacation and other paid time off, sick leave in accordance with applicable state laws, and paid holidays.
- For more information about Associate benefits, please visit https://www.wsfsbank.com/about/careers/
- Benefit offerings are subject to eligibility requirements, legal limitations, and may vary based on an Associate's location and employment status.
Company info
- Lead ensures daily communication, phone calls and emails, from customers is researched, proper resolutions are identified, and customers receive replies timely.
- They are responsible for evenly assigning email cases created and assignments from customer inquiries as they come in.
- They are entrusted with certain decision-making responsibilities that can substantially impact the relationship between the company and a customer.
- A high quality of customer service is to be provided during every customer interaction, even when delivering a decision which may not fully meet a customer's expectations.
- Assist with supervising the daily activities of employees in department, including but not limited to distributing assignments, motivation and recognition, ensuring adequate initial and ongoing training and development, and ensure adherence to company and departmental policies, procedures, and standards.
- Act as first point of escalation for the team and assist with troubleshooting new and difficult situations. Escalate issues to as necessary.
- Identify and work on complex problems where analysis of situations or data to determine a customer-centric resolution requires an in-depth evaluation of multiple variables and factors.
- Work with leadership on the implementation of systems to track key aspects of issues including timeliness of resolution and data that can influence changes to policies/procedures to reduce future complaints on same issue to improve customer satisfaction.
- Assist with creating effective customer service procedures, policies, and standards to be reviewed regularly.
- Coordinate with and motivate team to consistently achieve team and individual KPI's.
Equal opportunity
- WSFS is an equal opportunity employer.
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This listing is sourced directly from WSFS Bank's careers page and normalized into a canonical job model.