Job Title:

AAB Contact Center Team Lead

Location:

AZ - Chandler 3075

What you'll do:

The Team Leader – Contact Center is customer-focused, responsible for supervising all contact center activities. They must be knowledgeable of AAB products, systems, and services as well as services offered to homeowners by business partners. The Team Lead will answer questions from management companies about the bank’s online ePay platform and the services/features they are able to use in that application including bulk payment uploads and reporting. The Team Lead will use strong communication and problem-solving skills, empathy, ability to remain calm under pressure, and demonstrate a commitment to providing excellent service.

What we are looking for:

• Monitor to ensure customer queries are handled in a timely and accurate way, via phone and email. 
• Guide and educate team members on achieving goals and developing necessary skills to get results.
• Collaborate with manager to develop team’s strengths and weaknesses with ability to delegate effectively.
• Collaborate with manager to identify team goals and evaluate progress. Deliver timely performance feedback and reviews.
• Organize team initiatives, motivate, and rally team to achieve individual projects, goals, and high-standard of customer-focused service level achievement.
• Identifying customer needs and helping customers use specific product features.
• Update internal call management system following procedure and adhering to applicable policy.
• Participate in evaluation and development of new technology solutions.
• Inform customers about new product/system features and guide product users through features and functionalities.
• Analyze and report product malfunctions. Escalate issues for quick resolution, obtaining as much detailed information from callers about the problem as possible.
• Share information and effective workarounds with teammates.
• Train new and existing Support Specialists on customer service protocol and procedures and conduct call quality reviews to supplement performance coaching.
• Monitor customer feedback on social media, analyze, and report data/trends using effective summary format. Handle small projects with basic complexity, as assigned.
• Take responsibility of and effectively handle escalated call issues. Use positive language, goal-oriented focus, and unflappability to resolve cases.

What you need to have:

• High school graduation required. Associate or bachelor’s degree in communications or business preferred.
• 4+ years of direct experience in customer call/contact center, 2+ years supervising staff.
• Strong knowledge of general banking operations, including deposit operations, loan administration, treasury management, and/or other commercial banking products and services.
• Strong knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.
• Advanced knowledge of National Automated Clearing House Associate (NACHA) rules and Automated Clearing House (ACH) process preferred.
• A self-starter and collaborative teammate with excellent problem-solving skills. Proactive in understanding the root of an issue and collaborating to consider a wide range of solutions before moving forward.
• Strong oral and written communication skills. Ability to convey ideas and thoughts with clarity, confidence, and respectfulness.
• Ability to demonstrate patience and empathy when handling difficult cases.
• Must be flexible and adapt quickly to change. Ability to work independently and in a team environment.
• Ability to prioritize tasks and remain organized. Willingness to learn.
• Proficiency with MS Office suite.

Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC.  AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email [email protected] or call 602-386-2488.  When contacting us, please provide your contact information and state the nature of your accessibility issue.  We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

© Western Alliance Bancorporation