Now Hiring - Bancorp Rhode Island, Inc. - Call Center Supervisor - Cranston, RI in Cranston, RI

Full description of the position

About Bank Rhode Island Headquartered in Providence, Rhode Island, Bank Rhode Island is a full-service financial institution and commercial bank that offers a full range of banking products and services that can meet all your business or personal banking needs. The Bank's extensive business services include cash management services client escrow services, international banking, leasing services, a variety of business checking accounts and Deposit XPress services. With locations across Providence, Kent, Washington and Newport Counties, we make banking easy and convenient. What is our most valuable asset? Our employees! We pride ourselves on hiring candidates that embrace our Core Four Values: Adaptability, Accountability, Leadership, and Teamwork. In today's competitive market, we know that you have a choice of employer, so our goal is to attract and retain the best talent. We offer competitive pay, opportunities to grow, an authentic and welcoming environment and excellent benefits which include comprehensive medical, dental and vision plans, tuition reimbursement, and a matching 401k. We are currently looking for a Call Center Supervisor to join the team in Cranston, RI. This position is responsible for assisting customers to enhance their business relationship with the bank by providing courteous, professional and accurate customer service to both prospective and current customers. The ideal candidate should have excellent customer service and communication skills. If you believe you have what it takes and are interested in joining our team, then please apply today! Principal Duties and Responsibilities_ * Understand and perform tasks of Call Center staff; take incoming phone calls; perform outgoing calls, as needed or required; respond to secure and non-secure emails. * Assist with staff coaching- Providing feedback and coaching for representatives through timely reviews and feedback sessions based on call center monitoring. * Drive Sales and retention. Cross-sell and use every opportunity to create new or deepen existing customer relationships. Ask probing questions that would help uncover customer's needs and offer the best products or services. Lead by example and coach team for optimum performance. * Effectively handle escalated calls. * Assist staff with complex situations. * Assist manager with preparation and delivery of staff performance appraisals. * Assist manager with collection and preparation of Call Center statistics regarding service standards for each appropriate are of the call center, to deliver to senior management. * Manage staff schedule. * Work with branches and partner departments to resolve issues. * Facilitate training and coaching of new staff to the department. * Loan servicing and applications. Quote rates on Consumer Loans and provide product information. Uncover customer needs with ability to cross sell loan products. Handle basic loan inquiries. Licensed with NMLS (Nationwide Mortgage Licensing System) to complete loan applications for customers. * Performs other duties and responsibilities as requested by this position's immediate supervisor. Job Specifications (Skills, Knowledge and Abilities Required)_ * Bachelor's degree preferred. * One to three years supervisory experience is preferred, but not required. * Previous experience in a customer service environment is required; preferably in a call center servicing environment. * Possess a strong sales, customer service and staff support/development focus. * Ability to work well in a team environment. * Customer focused and be able to communicate in a clear and professional manner. * Working knowledge of computer applications such as Windows and Microsoft. Behavioral Skills:_ * Consistently demonstrate behaviors associated with Brookline Bancorp's Core Four values: adaptability, accountability, leadership, and teamwork. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. This job description is subject to change at any time_