Customer Care Team Lead

Job Summary

The Customer Care Team Lead is the primary contact for customer service and business customer service calls.

The position will take incoming calls, make outbound calls, and return voicemails.

The incumbent will provide customer support for routine to complex issues for several services, including consumer online banking, loan questions, debit card questions/issues, online account opening, and general account questions.

Incumbent will provide troubleshooting and guidance for HomeTrust business customers.

Incumbent will also provide coaching and feedback to other Customer Care employees.

 Key Responsibilities / Essential Functions


* Provide customer support for routine to complex issues for several services, including consumer online banking, loan questions, debit card questions/issues, online account opening, and general account questions.


* Take incoming calls, make outbound calls, and return voicemails.


* Resolve customer issues involving bank products and services.


* Record customer inquiries by documenting inquiry and response in customers’ accounts.


* Identify potential leads to forward to Sales team.


* Collaborate with other Customer Care employees to improve customer service.


* Inform customers about new bank products and services and make recommendations based on their needs.


* Assist the Customer Care team as a subject matter expert for the department. 


* Troubleshoot and guide customers through their day-to-day capture and upload of data files to HomeTrust bank.


* Act as Subject Matter Expert for all Customer Care employees.


* Coach and develop Customer Care employees by providing timely feedback based on customer interactions.


* Assists the Customer Care Manager with managing and appraising employee performance and addressing employee complaints to resolve problems.


* Assist the Customer Care Manager with coaching and provide ongoing performance feedback to employees, set realistic and measurable performance goals and ensure employees have appropriate professional development opportunities.


* Assists the Branch Manager with managing and appraising employee performance and addressing employee complaints to resolve problems.


* Act as decision maker when Customer Care Manager is out of office.


* Maintain confidentiality and security of sensitive information.


* Adhere to all corporate policies and procedures, Federal and State regulations and laws.


* Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection and determent of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws.


* Complete all mandatory annual compliance training.


* Perform other duties and special projects as assigne...