Call Center, Business Banking Team Manager II
Sovereign Bank - Rhode Island

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This position is located in East Providence, RI.

Job Duties

Responsible for ensuring quality customer service and overseeing day-to-day operations of a team of representatives that handle customer service inquiries. Leads/ participates in various projects within the Business Customer Contact Center, provides training/coaching
to staff and makes recommendations to improve overall departmental performance.

Team typically consists of 15-20.

Ensures that Customer Service Representatives are providing accurate information in a courteous, efficient and professional manner; providing consistent coaching and feedback.

Leads/participates in major projects/initiatives, including systems enhancements affecting business lines, product management initiatives/enhancements, conference calls, meetings requiring travel. Conducts training/testing of new systems.

Monitors team performance against department standards and ensures optimal customer service to both internal and external customers.

Provides training to Customer Service Representatives on cash management products, policies/procedures and new company initiatives. Coordinates weekly sessions to provide information/changes.

Responds to inquiries from direct reports and handles escalated calls from external customers. Responds to escalated customer issues/complaints received by Corporate Executive Management.


Bachelors Degree or equivalent experience in customer service, preferably in banking or financial services. Minimum of 5 years customer service supervisory experience is also required.

Ability to build strong relationships with internal and external customers.

Ability to lead and motivate others. Strong supervisory skills.

Ability to resolve multiple inquiries/issues within stringent time deadlines.

Ability to use a wide range of software/network applications including, but not limited to Microsoft Office applications (i.e. Word, Excel, Outlook, etc.).

Good organizational and planning skills. Ability to prioritize and multi-task.

Strong knowledge of all Cash Management products and services.

Strong verbal and written communication skills.

Contact Information

Mirna Fisher

Job ID: 53443


Performs job requirement/responsibilities in compliance with applicable laws and regulations

To express interest in and be considered for a position, please provide your background information and work experience by completing the employment application in its entirety. Incomplete information may result in rejection of your application from consideration.

Santander Bank - 17 months ago - save job - block
About this company
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Santander Holdings USA is the parent company of Sovereign Bank, which reigns in the Northeast with more than 700 branch locations....