Customer Support Team Lead
On-site · Medford, Wisconsin, United States
Job Summary
Customer Support Team Lead at Nicolet National Bank leads and coaches a team of Customer Support Associates delivering banking services via telephone and online channels. Responsibilities include training, coaching, supervising daily call-center operations, managing workload and adherence to call metrics, promoting bank products, assisting customers with online/mobile banking and card-related inquiries, and maintaining training materials while ensuring compliance with applicable laws and regulations. The role emphasizes developing customer relationships, driving service excellence, and supporting staff growth through ongoing development and meetings.
Required Qualifications
- High School diploma or equivalent
- 1-3 years of experience in banking customer service
- 1-3 years supervisory skills preferred
- PC, phone system, general office equipment
- Ability to maintain strict confidentiality
- Ability to recognize sales opportunities and effectively offer solutions
- Ability to work independently and as part of a team
- Ability to sit for prolonged periods on the phone and concentrate on a PC
- Judgment, tact, and on-the-spot decision making
- Ability to lead, coach, and train
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