Customer Service Team Lead

Who We Are

At Old Second, you're first!   For more than 150 years, Old Second has consistently put businesses and individuals throughout the Chicago area first, and we're only getting started.

With great employees we've grown from a single location in the back of a general store to 50 locations and over $6 billion dollars in assets.  At Old Second we embrace values that foster an environment of community and growth.  Recently, we've been voted a Forbes Best-In-State Bank for Illinois by our customers.  Be a part of something big as we continue our growth story together!

Position Overview:

This position is primarily responsible for managing a customer service team by maintaining service and operational standards, while also being an active team member.  The Customer Service Lead will also supervise, counsel and train all current and new CSR’s.

Essential Job Functions:

• Oversees a customer service representative team while also being an active customer service representative on an as-needed basis. Works closely with staff and managers to ensure customers’ satisfaction while increasing efficiency and business results.  Managerial duties will include scheduling, performance management, training, handling team complaints/grievances and planning/distributing work.    


• Manages and analyzes CSR phone activity; understands customer service trends based on phone system and reports.


• Administers the customer service inbox; responds to customers directly or forwards emails to other departments or staff members in timely manner.


• Open, sort and distribute incoming FRF/PF postal mail and delivery service packages, process incoming payments as needed.


• Takes escalated customer service calls, email and mail; resolves customer concerns or difficulties.


• Acts as a liaison between FreedomRoad Financial/Performance Finance CSR teams and Loan Operations department by facilitating communication, creating and maintaining reports and assisting in requests.


• Develops and trains work force, builds relationships, and utilizes skills of workforce most appropriately.


• Trains and manages all customer service representatives in company’s policies and procedures.


• Ensures that each customer receives outstanding customer service by providing a friendly environment.


• Reviews customer requests for reductions in fees/charges and makes reasonable adjustments when necessary.


• Helps solve problems that affect the service, efficiency, and productivity of FreedomRoad Financial/Performance Finance.


• Maintains a fair, consistent set of standards as they apply to the work force.


• Ensure operational integrity through compliance with all policies, procedures and regulations.


• This position may have 8-10 direct reports. Additional supervisory responsibilities will include scheduling, attendance maintenance, promotion reviews and performance appraisals.    

Minimum Requirements:

• High school diploma (or equivalent) and three or more years of related experience (customer service, or related); or equivalent combination of education and experience.


• Must work a flexible schedule inclusive of overtime to meet business needs.

Competencies:

• Ability to remain calm and professional in stressful situations.


• Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.


• Friendly, courteous, customer service-oriented, and flexible.


• Ability to work independently and productively with minimum supervision; able to manage multiple projects.


• Ability to recognize problems, identify possible causes and resolve problems with little involvement from management.

Preferred, but not required:

• Bi-lingual English and Spanish


• Three or more years of loan payment/servicing and/or call center experience

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Base pay:  $54,000-70,000.  Old Second is committed to fair and equitable pay practices.  Pay is dependent upon the pay range and the incumbent’s knowledge, skills and experience. 

Benefits:  How We Support You - Old Second

Thanks for considering Old Second!