Customer Service Supervisor (Banking) - Utah Hybrid

Nav is democratizing small business financing. In other words, we give small business owners access and control.  Yes, this challenges the norm, but it means working with curious, purpose driven, dedicated, and inquisitively smart people who push themselves, our company and the community to the next level (and every level after that). We are the people behind the tech. And when it’s good, we look for better. We don’t over think the value we bring nor spend time trying to revamp mantras. We also do not come up with some crafty way to tell you who we are and what we offer. We are Nav!  Here, you’ll gain a wealth of experience, learn the tricks of the trade, and work with winners. All companies say people are connected to their mission but in our case our mission and our people are one – it is a way of being not just a cause you are committed to.  And since 2013, Nav has holistically and organically developed its own ideology because Nav can only be Nav.

In this position, you will play a vital role in making sure the team provides best-in-class customer experiences on each interaction.  You will also be the main go between Nav Support and the Fraud Team, ensuring that we are supporting our customers in their various needs.We are looking for new Navrick’s to bring their unique perspectives and willingness to go above and beyond for our small business owner’s.

WHAT WE EMPOWER YOU WITH:

• Empowering you to help build a talented team that will help hit company goals. 
• Collaborating with key stakeholders to resolve customer service issues. Following up with resolution of problems to ensure timely response and customer service. 
• Take ownership of driving key initiatives, process improvements and meeting department goals through metrics.
• Coaching, developing, and training a team of front-line leaders, contact center phone bankers, which includes the scheduling of regular feedback sessions, side-by-side performance observations, and frequent behavioral and performance reviews. 
• Drive risk and control initiatives and abide by all applicable regulatory and department practices and procedures.
• Identifying customer trends to help drive informed and operation efficiencies.  
• Providing supervision and guidance to ensure accuracy of work performed are following bank policies, procedures and all applicable regulations.
• Maintaining SOP’s and helping to ensure the team is aware of new policies and procedures.

WHAT YOU BRING TO THE TABLE:

• A strong desire to encourage growth within your team by providing regular feedback sessions, coaching, and mentorship
• Consistent and reliable attendance and aspire to improve performance constantly.
• A history of providing essential feedback regarding escalation trends, opportunities, challenges, productivity, and process improvement.
• Eager to learn Nav policies, procedures, and systems quickly with the support from a knowledgeable team of peers and leaders.
• Basic computer operating skills. Intermediate skills in Microsoft Office (Outlook, Word, Excel)
• Ability to escalate and resolve issues quickly to limit business impact
• Excellent interpersonal, verbal, and written communication skills
• Operational excellence to develop agent reference materials to ensure adherence to all regulatory and compliance requirements
• A history of working with risk and compliance to resolve issues that arise.

WHO YOU ARE:

• Someone who is mission driven and loves having an impact in the lives of others. 
• Motivated, self starter looking to “hit the ground running”.  You eat fast-paced environments for breakfast. 
• An active listener who empathizes and truly wants to understand our customers needs.
• You're excited by change when it means we are continuously improving and  meeting the changing needs of our customers. 
• A high-energy multitasker with exceptional organizational skills.

INCLUSION AT NAV:

At Nav, we celebrate what makes our employees unique because the businesses we serve are progressively diverse and distinctly original. Navericks are diverse, side hustlers, immigrants, veterans, queer, and we push generational boundaries. We are college dropouts, PhDs, special needs parents, allies, pet owners and community leaders. Navericks are human.  We are committed to upholding a safe, supportive environment where everyone matters. We are committed to making a better future for all of us. We have created a workplace where people of all backgrounds can express their identities authentically. To put it simply we want you to be proud to be you.

OUR COMPENSATION PHILOSOPHY IS SIMPLE BUT POWERFUL.

We believe great, enduring relationships are grounded in trust and transparency. Compensation shouldn’t be a distraction, and employees should understand how pay and career advancement decisions are made.  Providing equal pay for equal work is table stakes for being a great place to work. Gender and ethnic inequity should only be something that our children read about in history books.  We believe providing Navsters with company ownership, competitive pay, and a range of meaningful benefits is the start of creating a culture where people want to give the best they’ve got — not because they’re simply making money, but because they’ve fallen in love with our vision, mission, values, and team.

OUR IMPACT ON YOU:

Competitive Pay. Company Ownership. Unlimited Vacation.  Benefits Day One. 6 Weeks Paid Parental Leave.  Work From Anywhere (yes we were distributed before it was cool).  Flexible Work Arrangements. Free Telehealth and Telemental Health For All Employees. Employee Networking and Events. Community Network Groups (women’s, PRIDE, culture).  Meaningful Perks and Rewards. Learning and Development Opportunities.  Pet Insurance. 

A NAVERICK’S DNA: 

• We look at the future and say “why not”;  we see possibilities where others see problems or routines. We show the way ahead and are committed to achieving ambitious goals.
• We practice straight talk and listen generously to each other with empathy.  We value different opinions and point of views. We ensure that we connect outside as well as inside to learn from others and inspire each other.
• We hold ourselves accountable for delivering results. We choose to not to be a victim of circumstance.  We make decisions &  take responsibility so that we can act & support each other, rather than adopting defensive, and “finger pointing” behaviors.
• As leaders we motivate & engage our teams to undertake beyond what they originally thought possible, by developing our teams & creating the conditions for people to grow and empower themselves through enabling & coaching.