Pathward is hiring a
Customer Experience Representative Lead

Summary

The job is for a Call Center Team Manager at Pathward, a hybrid remote-office company dedicated to financial inclusion. The role involves motivating the call center team, providing exceptional customer service, monitoring team performance, communicating feedback, identifying potential problems, and supervising agents among other responsibilities.

Requirements

• High school diploma or equivalent
• 6+ years related experience
• Proficient verbal and written skills

Responsibilities

• Provide exceptional customer service
• Monitor call center to observe employee demeanor, quality of call, and conformity to company policy and procedures
• Effectively interact with team members that have diverse backgrounds and temperaments
• Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience
• Consistently monitor team to proactively identify potential problems and with guidance, ensures appropriate parties are engaged through to resolution
• Alert leadership of any customer issues or staff incidents occurring in the call center
• Maintain overall call volume and service levels at 90% or above
• Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution
• Using developed communication skills participate in recruiting efforts, attend calibration sessions, participate in conference calls
• Facilitates daily meetings to provide updates to seasonal employees
• Demonstrate flexibility by working varying shifts and responding to unanticipated events
• Supervise agents, including training, setting, and establishing goals, evaluating performance, and resolving employee-related issues

Preferred Qualifications

Bilingual is desired

Benefits

• Health insurance
• Retirement benefits
• Life insurance
• Disability benefits
• Paid time off
• Remote work, flexible hours
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave