Client Care Supervisor- Brady St

TITLE: Client Care Supervisor

DEPARTMENT: Retail Banking 

JOB SUMMARY:

The Client Care Supervisor is responsible for the daily operations of the Client Care Center, ensuring that excellent

service is provided to clients and in accordance with regulatory and compliance protocols. Responsible for supervising, training, and developing the Client Care staff and well as provide support to the Retail Leadership Team. Responsible for maintaining, onboarding, and supporting the Digital Branch client portfolio. 

ESSENTIAL FUNCTIONS:

• Manage, monitor, and mentor a team of Client Care Representatives on best practices regarding incoming calls and responding to customer requests in a professional manner that is aligned with our core values, brand, and reputation.
• Create and support a positive working environment that provides professional, accurate and timely support to both internal and external clients.
• Assists team members with resolving escalated customer problems.
• Provide knowledgeable assistance with online banking, mobile banking, bill pay access, debit card transactions, questions, and disputed transactions. 
• Provide support and assistance with call volumes, gaps in staffing, escalated calls, and other business disruptions when needed.
• Assists with daily reporting and documentation of Client Care Center performance in areas such as Service Levels, VBM metrics, and Quality Call Assurance.
• Develop strong knowledge of bank products and services and refer clients to the appropriate individuals for the best client experience.
• Identify needs and refer appropriate products and services to clients; develop creative solutions to sell Bank products and services. 
• Assist with duties and responsibilities related to online accounts, video banking, chat, and other technology/systems.
• Maintain exceptional knowledge of all Bank products and services.
• Consistently meet or exceed service goals set by management.
• Create and maintain the schedule to ensure sufficient staff coverage. 
• Hire, develop, motivate, and train staff, including planning and delegating work assignments and projects. 
• Evaluate performance, administer quarterly touch points, and deliver performance evaluations.
• Establish clear expectations and hold team members accountable to performance and behaviors aligned with our culture. 
• Understand and administer compensation based on a pay for performance philosophy, including merit increases and variable pay.
• Comply with all company or regulatory policies, procedures and requirements that are applicable to this position.
• Participate in community engagement events. This can include professional, civic and community groups.
• Foster and preserve a culture of diversity, equity, and inclusion.
• Additional duties and responsibilities may be required to support the company’s mission and vision. 

QUALIFICATIONS:

• High school diploma or equivalent required. Associate or bachelor’s degree in business, finance, or an equivalent of education and experience. 
• Three years of banking, client service, or retail experience preferred. 
• One year of supervisory experience preferred. 
• Ability to understand consumer loans preferred. 
• Excellent client service skills.
• Strong leadership skills required with a desire to develop others. 
• Ability to make sound decisions and exceptions on behalf of the bank. 
• Capability to prioritize and execute a variety of tasks simultaneously, at times in a demanding environment.
• Demonstrates strong decision making & critical thinking skills, as well as strong interpersonal and written communication capabilities.
• Capability to utilize various banking software and Microsoft 365 products, with a high level of accuracy and attention to detail.

WORKING CONDITIONS:

• Duties are performed in a professional office environment.
• May require travel to other bank locations.
• Availability to work on Saturdays. 

SALARY & BENEFITS:

The anticipated starting hourly wage for this position is $22.00 per hour. The actual wage will be based on qualifications and business needs and may vary, as permitted by applicable state law.

This position is a regular full-time position, and individuals employed as regular full-time, are eligible for the following benefits subject to the terms, limitations and conditions of each benefit plan: Health, Dental, Vision, Life Insurance, Disability Insurance, FSA, HSA, 401K, Employee Stock Purchase Plan, Paid Time Off, Paid Holidays and additional Voluntary Supplemental Insurance.

At QCR Holdings, Inc. we are committed to fostering and preserving a culture of diversity, equity, and inclusion and strongly believe that it is our differences - of all kinds - that make our company and our communities better and stronger.

QCR Holdings, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or other protected class status.

It is the policy of QCR Holdings, Inc. to comply with the Americans with Disabilities Act by providing reasonable accommodations to enable qualified individuals with disabilities to access the job application and interview process, to perform the essential functions of the job, and to receive equal access to other benefits and privileges of employment.