Supervisor, Customer Service

Organisation
Butterfield
Reference
VAC-31342
Contract Type
Full-Time
Industries
Customer Service & Call Centre, Management
Location
Cayman Islands
Salary
Competitive Salary
Date Posted
12/04/2019
Expiry Date
03/05/2019
The incumbent will assists with the supervision of the Customer Service area with the emphasis being on drafts, wire transfers and Fixed Deposits being managed within time-sensitive deadlines.
 
Vigilantly ensuring that Customer Service Representatives (CSRs) efficiently and professionally assist clients on a consistent basis. Responsible for ensuring that all customers’ draft requests are promptly and accurately completed in line with stated policies and procedures.
 
 
Your responsibilities will include:
  • overseeing the operations of the front line staff, with key focus on CSRs’ interaction with clients
  • ensuring personal knowledge of the Bank’s products and services is essential
  • ensuring that support staff are utilising opportunities to upsell and cross sell the Bank’s products and services
  • conducting coaching sessions with front line staff, with emphasis on direct reports
  • responsible for the daily review of pension deposits to ensure accuracy of entries
  • conducting a detailed check of reports associated with the department and promptly report any issues, and investigate and rectify any discrepancies
  • overseeing the prompt handling of correspondence pertaining to drafts and cheque books
  • promptly and accurately handles stop draft/
  • Managers Cheques requests, forwarding the relevant documentation to the appropriate persons/ department
  • assisting operationally and from a leadership perspective, with the management of the ATMs
  • assisting with the retrieval, recording, and completion of deposits
  • ensuring personal conduct, is professional, diplomatic and representative of the organisation’s standards
  • authorising, within approved limits, transactions for CSRs and other clerks, including, but not limited to the signing of wire transfer requests, FDs requests, cash withdrawals, and cheque encashment
  • completing Performance Appraisals for staff
 
 
Required qualifications and skills:
  • must have detailed knowledge of the features associated with the products and services offered by Retail Banking
  • at least five years banking experience with a minimum of two years senior clerical position
  • must be highly motivated, enthusiastic, sales and marketing oriented
  • must be proactive in owning and resolving problems
  • excellent written and verbal communication skills
  • excellent interpersonal skills; very customer service focused
  • proficient in Microsoft Word, Excel and PowerPoint in order to record, track, and efficiently report on sales and marketing efforts
  • very organised and works well independently, with the ability to prioritise and efficiently handle high volumes of work
  • excellent leadership skills; ability to effectively supervise and coach a team of five or more individuals, and assist the department to meet the overall strategies of the organisation
  • professional qualification or certification in banking or related field would be an asset, e.g.
  • FSD, AIB, AICB
 

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