Job Description

Category
Customer Service
Position Type
Full-Time/Regular
Job Location
11900 Bournefield Way, Suite 150Silver Spring, Maryland
Tracking Code
1569-948

EAGLEBANK OVERVIEW:

Eagle Bancorp, Inc. headquartered in Bethesda, MD, was incorporated in 1997 to serve as the bank holding company for EagleBank. Eagle Bancorp is a publicly traded company under the symbol EGBN. The Bank was founded to specifically address the business and personal needs of local business owners. It has been answering and exceeding those needs for over 20 years, providing custom financial solutions, local access to senior management, quick response, local decision-making, and a deeply-rooted dedication to the local community.

Our Mission is to be the most respected and profitable community bank by putting relationships first to the delight of our customers, employees, and shareholders, and relentlessly deliver the most compelling service and value. Eagle Bank’s Values are: Relationships F·I·R·S·T: Flexible, Involved, Responsive, Strong, and Trusted.

GENERAL SUMMARY:

Oversees and directs inbound Customer Care Center based on analysis of quantifiable metrics provided in RingCentral reports and monitors daily call queues, calls waiting, abandonment rate, etc., to achieve performance and productivity targets. Ensures RingCentral System is technically performing to standards and troubleshoots issues that arise. Supervises and trains Customer Care Representatives to expand functional knowledge and phone service skills; monitors calls to assess quality of service delivery. Regularly serves as a model call agent when all agents are occupied and willingly handles escalated service issues. Responsible for knowledge, adherence, authorship and enforcement of all Customer Care Center policies and procedures. Ensures account privacy and customer identity protection based on the Bank's Information Security Policy.

MAJOR DUTIES AND RESPONSIBILITIES:

  • Ensure and review quality assurance of Customer Care team through report analysis and call observation.
  • Responsible for the day to day management of the staff including coaching, performance evaluations, training and support. Manages and develops call center staff to expand functional knowledge and customer service skills.
  • Ensure that staff provides consistently outstanding customer service and accurate information in a timely manner to ensure continued customer satisfaction.
  • Assist with escalations from Customer Care representatives.
  • Responsible for all call center operations including daily monitoring of the Automatic Call Distribution queues; preparation of monthly summary reports; and analysis of trends.
  • Manages the RingCentral Call System programming and interfaces with RingCentral customer support, as needed.
  • Ensures inventory of headsets are working and troubleshoots equipment, as needed. Analyzes RingCentral reports and utilizes the metrics to improve performance.
  • Extracts information from RingCentral reports to manage peak call times and staff appropriately.
  • Develops, leads and motivates the Customer Care representatives to deliver support and assistance to consumer and business customers calling about Online Banking, Mobile Banking, VISA debit cards, Account Inquiries, Remote Deposit, browser issues, SecureLock and other Treasury related Digital Banking services, as well as all calls received through the main switchboard number for the Bank.
  • Collaborates with Departments to leverage the Customer Care Center to answer calls supported by their Departments, drafts appropriate procedures and trains staff to support new functions.
  • Oversees all inquiries via the Bank’s website and ensures appropriate response to requests for assistance.
  • Accepts Reg E claims by phone and ensures immediate transferal
  • Other duties as assigned.

EDUCATION & EXPERIENCE:

  • High school diploma or equivalent.
  • Two year degree in general studies preferred.
  • 3 years of experience working in branch banking environment required.
  • 3 years of experience working in a call center environment at a financial institution required.
  • 5 years of previous Call Center supervisory experience preferably in a Financial Institution.

Required Knowledge & Skills:

  • A strong working knowledge of Digital Banking, mobile deposit platforms, VISA debit card issues, consumer loan servicing, deposit account servicing, and treasury servicing.
  • General knowledge of MS Office.
  • General banking knowledge.
  • Working knowledge of call center systems.
  • Strong technical aptitude and expertise.
  • Quick learner who can assimilate and retain a ready working knowledge of broad subject matter.
Required Experience

Application Instructions

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