Lead Customer Support Specialist - CCS

• Lead assigned projects to improve and/or implement new processes to effectively manage fraud mitigation in the Commercial Customer Care Center

• Assist the department with projects by leading or co-leading initiatives to improve the team performance and customer experience

• Provide daily reports requested by management

• Monitor and respond to assigned emails within the timeframe as determined by department expectations

• Serve as a backup for supervisor coverage as needed

• Facilitate team meetings

• Attend interview sessions and assist with questions and assessment of candidates

• Attend meetings within Bank Operations to collaborate on projects and initiatives that impact the department

• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Advanced understanding of social engineering, account take-over strategies, and various types of scams perpetrated against retail banking customers

• Ability to effectively communicate and interact with all levels of the company, clearly expressing ideas and concepts, both verbally and in writing

• Ability to provide coaching and serve as a mentor to team members

• Strong critical thinking skills with the ability to apply discretion and sound judgement to efficiently and effectively solve problems

• Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities

• Critical thinking skills

• Inquisitive, agile, and strong team player with excellent written, verbal, and interpersonal communication skills

• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values

• Moderate level of proficiency with Microsoft Word, Excel and Outlook.

Education & Experience

• Bachelor’s degree or equivalent combination of education and experience required

• 3+ years financial services or related experience required. 

• 4+ years customer service experience required

• Informal leadership experience, preferred