Client Advocate Team Leader

Employer
Sandy Spring Bank
Location
Columbia, MD
Posted
Oct 13, 2017
Closes
Oct 16, 2017
Function
Management
Hours
Full Time
About Us Are you someone who seeks opportunity and has a true desire to grow your career with an organization that has enriched the lives of clients and communities in the Washington, DC region for almost 150 years? If so, Sandy Spring Bank may be the perfect fit for you! To help us attract the highest quality individuals, we offer a comprehensive benefits package to those who qualify. We offer competitive market salaries, paid time off, multiple retirement savings options, full health care options, life insurance, health care and dependent care, flexible spending accounts, career development opportunities, tuition assistance and volunteer opportunities. We are proud to offer those, and so much more, making Sandy Spring Bank a desirable place to work and build a career. Sandy Spring Bank is a growing financial services company focused on creating remarkable experiences for our employees, clients, shareholders and communities. We are proud to be recognized for the12th consecutive year by Forbes magazine as one of the top 50 "Most Trustworthy" corporations in America. About The Job Sandy Spring Bank is currently seeking a Client Advocate Team Leader in the Client Service Center. If you are the chosen candidate, you will be responsible for serving as intermediary for all client service issues, complaints or challenges that become escalated or cannot be resolved at the primary contact point. Acting as the client's representative, you will work with key contacts throughout the Company to resolve service issues and build client confidence and loyalty. You will prepare and deliver management reports on client concerns, suggestions and feedback and makes recommendations for improvements to products, policies and procedures that will allow Sandy Spring Bank to continue to make a remarkable experience for our clients. In addition, the Client Advocate serves as Team Leader monitoring and managing the daily operations and workflow for a group of 5 to 7 Specialists with varying responsibilities. Areas of Focus: Offers a one point of resolution to our clients; proactively builds relationships in all levels of the Company to anticipate client needs and delivers appropriate solutions. Provides total relationship management with respect to service Applies client service expertise and interpersonal skills to provide a calm, trusted voice to build client confidence. Maintains and updates Client Advocate database to ensure accurate and timely tracking and reporting. Immediately escalates critical events to management. Provides timely client feedback to supervisors via meetings and regular written and verbal reports. Supervises daily operations of support unity responsible for completing client documentation and transactions, conducting research, resolving client issues and composing correspondence for requests originated through teleservice agents, incoming mail, escalated calls, employee banking, Sandy Spring Direct. Supports business plan through personal efforts and directing the efforts of team. Supports teleservice teams when team leader is absent. Communicates and administers personnel policies. Performs focused coaching, documents performance, and completes appraisals. Supports staff by answering questions and finding solutions using thorough understanding of bank products, policies and guidelines. Assists CSC manager with special projects and presentations. Required Skills: Minimum of 5 years retail banking and 2 years client service center supervisory experience with extensive knowledge of banking concepts and products. Additional core requirements include advanced telephone and written communication skills; thorough understanding of call center operations; strong organizational skills; and demonstrated negotiations/sales skills. Regular internal and external contacts to carry out policies and programs; often deals with matters requiring persuasion and obtaining approval. Ability to express ideas effectively in English, both written and oral is required. Ability to draft business correspondence, prepare reports, summarize conclusions, write procedures, and interpret policies of a complex nature. Position requires a thorough knowledge of Sandy Spring Bank procedures and policies. In addition, 1-2 years of training experience is also preferred. Strong analytical and advanced problem solving skills are required. Ability to manage multiple, competing priorities in a rapidly changing, fast-paced environment. Understanding of Internet access and web services is required. Must be able to identify and resolve basic connection problems. Advanced Windows based software skills are expected. Have a thorough understanding of electronic banking services. Position requires the ability to analyze client situations and exercise prudent judgment in making appropriate exceptions to Bank policy. Compensation: We pay competitively to Market, and offer a 401(k) plan with employer match - both pre-and post-tax contributions. We also offer an Employee Stock Purchase Plan along with the following benefits: Free Banking, including discounts on loans Paid Time Off Tuition Assistance In addition for employees who work 30 hours per week: Medical, Dental and Vision Insurance Paid Parental Leave Life Insurance Health Care and Dependent Care Flexible Spending Accounts Sandy Spring Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, disability, gender identity, veteran status, or any other characteristic protected by law. We maintain a drug-free workplace. If you require a reasonable accommodation to apply for a position, please call our job line at 1-800-399-5919 and select option 5. Requests are considered on a case-by-case basis. Send to a Friend