GTC Investor Call Center Specialist Lead

GENERAL DESCRIPTION OF POSITION

The GoldStar Trust Company (GTC) Investor Call Center Specialist - Lead oversees daily call volume and insures client email responses are completed promptly. This position assists in managing the Investor Call Center Specialist team handles escalated client calls resolves issues promptly and escalates issues to management.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Assist Support Manager in overseeing daily processes and prioritizing work for the Investor Services Call Center team.

2. Mentor train coach and provide timely written/verbal feedback in the development of staff in guidance with the Support Manager.

3. Ensure accurate information is entered in operating system regarding updating client information.

4. Oversees daily call volume client email responses and account updates are completed in timely manner.

5. Escalates any issues or untimely work to Management.

6. Handles escalated client calls and resolves in timely manner.

7. The ability to work in a constant state of alertness and in a safe manner.

8. Completes required BSA/AML training and other required compliance training as assigned.

9. Perform any other related duties as required or assigned.

QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required.

EDUCATION AND EXPERIENCE

Knowledge of a specialized field (however acquired) such as basic accounting computer etc. Equivalent of four years in high school plus night trade extension or correspondence school specialized training equal to two years of college plus 2 years related experience and/or training plus 12 - 18 months related management experience.

COMMUNICATION SKILLS

Ability to read and understand simple instructions short correspondence notes letters and memos; Ability to write simple correspondence. Ability to read and understand documents such as policy manuals safety rules operating and maintenance instructions and procedure manuals; Ability to write routine reports and correspondence. Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers clients general public and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add subtract multiply and divide in all units of measure using whole numbers common fractions and decimals. Ability to compute rate ratio and percent and to prepare and interpret bar graphs.

CRITICAL THINKING SKILLS

Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written oral or diagram formats.

REQUIRED CERTIFICATES LICENSES REGISTRATIONS

Not indicated.

PREFERRED CERTIFICATES LICENSES REGISTRATIONS

Not indicated.

SOFTWARE SKILLS REQUIRED

Basic: 10-Key Accounting Alphanumeric Data Entry Contact Management Human Resources Systems Spreadsheet Word Processing/Typing

RESPONSIBILITIES FOR WORK OF OTHERS

Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities may include but not limited to interviewing hiring and training employees; planning assigning and directing work; appraising performance rewarding and disciplining employees; addressing complaints and resolving problems.

Supervises a small group (3-7) of employees usually of lower classifications. Assigns and checks work; assists and instructs as required and performs same work as those supervised or closely related work a portion of the time. Content of the work supervised is of a non-technical nature but presents numerous situations to which policies and precedents must be interpreted and applied.

Supervises the following departments: Invest Services Specialists

WORKING CONDITIONS

Normal working conditions as found within an office setting wherein there is controlled temperature and a low noise level plus a minimum of distractions.

ENVIRONMENTAL CONDITIONS

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

High diversity low physical. Work activities which allow for a considerable amount of diversity as an incumbent performs a variety of tasks. Such tasks might be performed from a given work area or the individual may move about physically in performing a variety of duties.

While performing the functions of this job the employee is regularly required to stand walk sit use hands to finger handle or feel talk or hear; occasionally required to reach with hands and arms climb or balance stoop kneel crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds; regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; and color vision.

ADDITIONAL INFORMATION

Required Experience & Education:

-One (1) year or more related experience and/or training
-Six (6) or more months related management experience
-Previous call center experience required

Required Proficiencies:

-Must be able to work independently or with a team

Required Experience:

IC