MUFG Union Bank Service Team Lead in Arlington, Texas
Service Team Lead - 10042494-WD
Do you want your voice heard and your actions to count?
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2020). In the Americas, we’re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.
The Service Team Lead is responsible for performing a variety of customer service duties and in-depth technical support in a centralized-high volume environment through alternative delivery channels, (i.e., telephone, email, live chat, cases, fax, and regular mail) to both internal and external customers. They will provide direct support for RCS Management and vendor contractors.
Job functions include call monitoring, research and analysis (e.g., trend reporting, errors), technical systems support, continuous process improvement and contribution through calibration, coaching and training. Responsible for administering and assessing the accuracy, quality and other performance aspects of the RCS quality assurance call monitoring and quality control programs, as assigned.
Expected to exhibit a high level of subject matter expertise with regard to all bank products to include but not limited to deposit accounts, credit card servicing, and new account/product opening practices. Expected to exhibit subject matter expertise with regard to all bank products to include but not limited to deposit accounts, credit card servicing, and new account/product opening practices. Responsible for reviewing and processing customers' maintenance requests with complete accuracy to ensure compliance. Support and train vendor staff and coworkers and be available as a higher level of customer service and technical support for both clients as well as frontline staff in all locations.
Facilitate customer service and operational training and assist in creating training seminars, desktop procedures, and meeting agendas. May distribute daily work assignments and tasks to RCS staff, monitor daily workflow, setting expectations and deadlines and provide input for employee counseling and performance reviews.
Case Management: Provide customer service and escalated support with the ability to respond and resolve customer inquiries in a timely and professional manner, handling the most difficult and complex service issues to resolution. Provide in-depth/advanced support in both customer service issues and Online Banking product support in calibration with other business units and branch offices, quoting regulatory scripts when appropriate. May need to investigate complex issues and provide alternative resolutions to customers, both internal and external, with difficult situations. Actively identify client needs by cross selling appropriate bank products and services to meet or exceed individual and departmental referral goals.
Duties include assisting management in: Ability to work both independently and as part of a team High‐level creative and analytical skills with a hands‐on approach to problem solving. Document actions in case / interaction notes. Well‐developed organization and prioritization skills with the ability to manage multiple and sometimes competing priorities. Meeting email and case SLA on a daily basis Providing day to day guidance to support the team for strategic team growth and initiative planning. Conducting quality reviews of calls and processes to ensure department commitments are met. Knowledge in Online banking support including IBB and PFM Resolving escalated concerns by identifying unorthodox solutions and over communicating with internal and external customers.
Utilize service recovery skills in order to ensure client concerns are resolved timely and with empathy, courtesy and to the client’s satisfaction. Stay abreast of policies and practices by participating in training; huddles, and reading job related communications.
Client Service: Provide excellent service to both internal business partners and external clients primarily via telephone. Must speak clearly, exhibit excellent customer service skills by actively listening, expressing a genuine willingness to help, controlling the conversation, asking the right questions in order to identify the client’s needs, providing correct answers, and completing the client’s request efficiently to ensure issues are satisfactorily resolved within a single customer initiated interaction. Express desire to assist, recognizes the client for their success and importance to the Bank, and demonstrates strong banking knowledge during each interaction. Since many of the requests will arrive via email or cases, the Service Team Lead is required to review each communication completely to ensure all requests are understood and addressed. Email responses must follow guidelines including proper spelling and grammar, accurate and complete information, and a professional tone.
Responsible for consistently meeting or exceeding all departmental Goals and required Core Competencies. Actively identify client needs by cross selling appropriate bank products and services to meet or exceed individual and departmental referral goals. Respond to and resolve customer inquiries in a timely and professional manner, handling the most difficult and complex service issues to resolution with high emphasis on credit card products. May need to investigate complex issues in regards to case. Email, and not limited to credit card cases and provide alternative resolutions to customers, both internal and external, with difficult situations.
Provide in-depth/advanced support in both customer service issues and Online Banking product support in calibration with other business units and branch offices, quoting regulatory scripts when appropriate. Follow call quality guidelines in order to ensure a high level of client service Demonstrate accuracy, good follow up skills, accountability and ownership of each client request Quality Control / Analytics: Provide research and analysis for current policies and procedures.
Recommend changes to workflow and procedures for but not limited to: Quality Assurance/Quality Control – administer and lead RCS Quality assurance and quality control activities to include facilitation of quality assurance calibration and GAP meetings with vendor analysts and vendor leadership. Instill best practices and influence vendor staff with regard to adherence to RCS Call Quality Guidelines Compliance/Critical Error – perform analytical functions with regard to daily reporting, follow up, and closure of any high risk error.
Report trends in error tracking of vendor staff to RCS Leadership and continuously share best practices with frontline staff to ensure error reduction and adherence to RCS procedure Leadership Skills / Employee Development Results‐oriented, with the ability to function effectively in a team environment with minimal supervision. Well‐developed organization and prioritization skills with the ability to manage multiple and sometimes competing priorities. Ability to interact with all team leaders and vendor staff. Able to transform ideas into procedures. Motivate staff to achieve their individual and team goals.
Position typically requires 1-2 years of previous tier two support or call center team lead experience, prefer 2-3 years of work direction experience. Position typically requires 1-2 years of college or equivalent work experience. Requires an advanced knowledge of banking products and services, all retail applications and services available on website. Proficient skills in MS and Bank applications, Requires the ability to work independently and efficiently with minimal supervision in a high productivity and time sensitive environment, demonstrating excellent organizational skills. Requires well-developed decision making skills, demonstrating flexibility, originality and resourcefulness for creative and innovative solutions in problem solving.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.
Job : Customer and Client Services
Primary Location : TEXAS-Arlington
Job Posting : Mar 23, 2021, 4:37:16 PM
Shift: : Day
Schedule: : Full Time
Req ID: 10042494-WD