CASY-MSCCN Jobs

Provide guidance and indirect leadership to phone agents on policies, procedures, and customer service skills. Perform quality review functions for the team and serve as the primary communications leader. Work with internal business partners to support training functions and be responsible for continuous process improvement, subject matter expertise, managing escalations, and miscellaneous support, as directed by the team leader. *May require working occasional evenings and weekends. Key Responsibilities Coach phone agent performance via e-mail, phone, and face to face interactions regarding policies and procedures, systems knowledge, and customer service skills. Serve as a mentor to provide agents with feedback to improve their overall performance. Be responsible for field questions/escalations with in-bound calls and facilitate call-backs, as needed. Perform quality review functions for the team, including real time and recorded call monitoring sessions and end to end error checking, reporting, and validation through the appropriate channels. Share quality results with phone agents and leader. Spend time walking the floor assisting customer professionals. Partner with training to develop and publish to new employees information regarding training functions, including new hire onboarding, training design and delivery, competency assurance, and ongoing mentor. Participate in business driven projects and initiatives. Take a lead role in proactively reaching out to employees or relationship partners to educate them on systems and other processes. Serve as back-up resource to other customer service teams or team leader, as needed. Required Qualifications Education: High school or GED. Experience: 3-5 years of relevant experience. Experience in a service call center or transaction processing. Strong working knowledge of customer service processes, policies, techniques, and applicable regulations. Strong written and spoken communication skills. Proven ability to research and resolve complex, high-priority service issuesin a timely manner. Ability to influence behavior and performance of others withouthaving direct leadership accountability. Preferred Qualifications Product-specific or financial services industry experience. Experience with Ameriprise customer policies and procedures.