Temp Financial Services CSR Supervisor - Transfer Advisory Department

For the past 20 years, EXL has worked as a strategic partner and won awards in its approach to helping its clients solve business challenges such as digital transformation, improving customer experience, streamlining business operations, taking products to market faster, improving corporate finance, building models to become compliant more quickly with new regulations, turning volumes of data into business opportunities, creating new channels for growth and better adapting to change. The business operates within four business units: Insurance, Health, Analytics, and Emerging businesses. For information, visit www.exlservice.com.

Job Title: Remote Customer Service Inbound Call Center Supervisor - Transfer Advisory Department

Location & Duration: Remote, Full Time, Temporary 6+ months.

Hours: Must be able to work Monday – Friday. any shift between 8AM – 7PM EST (8:00AM EST - 5:00PM EST / 10:00AM EST - 7:00PM EST)

Job Summary: We are seeking a dedicated and experienced Customer Service Inbound Call Center Supervisor to lead our remote team of customer service representatives in the Transfer Advisory department.

In this fully remote role, you will be responsible for overseeing a team of up to 18 call center representatives, ensuring high-quality service delivery and compliance with industry standards. 

This position requires strong leadership skills, a deep understanding of Financial Services Transfer Advisory department, and a commitment to fostering a positive work environment.

***Experience mentoring and managing 100% remote financial services inbound call center teams is a plus***

Key Responsibilities:

• Team Leadership: Supervise, mentor, and motivate a team of Transfer Advisory customer service representatives, providing guidance and support to enhance their performance and development.
• Operational Oversight: Monitor inbound call operations, ensuring compliance with departmental policies and procedures, and maintaining high standards of customer service.
• Performance Management: Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve team capabilities and service delivery.
• Quality Assurance: Develop and implement quality assurance processes to assess call quality, ensuring that representatives adhere to best practices and provide accurate information to clients.
• Customer Experience: Act as an escalation point for complex customer inquiries, resolving issues promptly and ensuring client satisfaction.
• Reporting and Analysis: Generate reports on team performance metrics, customer feedback, and operational efficiency, utilizing data to identify areas for improvement.
• Collaboration: Work closely with cross-functional teams, including training, compliance, and product management, to enhance service offerings and address client needs.
• Continuous Improvement: Identify and recommend process improvements to enhance operational efficiency and client satisfaction within the Transfer Advisory department.

Qualifications:

• Minimum of 3 years of experience working in a financial institute’s customer service department, with at least 1 year in a supervisory role – preferably as part of the Transfer Advisory department.
• Strong understanding of banking operations, particularly in transfer-related services.
• Excellent communication and interpersonal skills, with the ability to foster a positive team environment.
• Proficient in call center technologies and software; experience with CRM systems is a plus.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Ability to work independently and manage multiple priorities in a fast-paced environment.