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Client Service Team Manager-• 2nd shift-Bilingual Spanish Required

Bank of America | Rio Rancho NM 87174 USA | Full Time | Posted: 01/22/2021

Job Descriptiontop

Job Description:

Manages a team of 15-20 client service representatives (CSRs). Coaches, trains, develops CSRs in addition to motivating and creating client-focused enthusiasm. May be required to participate in other contact center initiatives. Must be able to work in a high-volume, high-capacity and high-execution environment. Responsible for managing escalated calls, researching and resolving complex client issues, analyzing data, identifying trends, and providing feedback and recommendations to site leadership. Executes service level agreements and manages relationships with business partners. Communicates process and procedural changes to meet production deadlines, enhance efficiency and high quality interactions while ensuring adherence to regulatory requirements. Ensures associates have the tools, training and resources to deliver an optimal experience. Ensures all actions are resolved in compliance with industry regulations and bank procedures, integrity levels of the departments system and financial controls. Possesses the ability/awareness to identify and manage moderate risk situations. Accountable for the successful resolution of all client requests and for overall client satisfaction within the team. May partner with staffing to hire qualified candidates. Responsible for performance reviews to assess strengths and development needs, providing feedback and opportunities for growth. Reports directly to the Client Services Site Leader. Minimum of 2-3 years of customer service leadership or equivalent supervisory experience preferred.

Required Skills: Must have these skills to be minimally qualified.

  • Bilingual Spanish Required
  • Previous banking/financial services/teller experience/customer service, minimum two years.
  • Availability to work weekends and/or evenings as required to the run the business
  • Extensive experience in assisting customer transaction needs and objectives.
  • Ability to respond and assist customers with inquiries, problem resolution.
  • Technology proficient - strong core computer skills, coupled with the ability to quickly learn and effectively utilize new technology.
  • Comfortable with emerging technologies e.g.virtual customer interactions
  • Strong oral and written communication skills.
  • Heightened attention to detail, time management and organization

Desired Skills:

  • Recent leadership experience including: managing, motivating, and developing a team, to meet and exceed assigned goals,within a goal-based environment
  • Ability to manage call center operations, as well as plan goals, schedules and objectives
  • Proficient with all Microsoft and call center applications


2nd shift (United States of America)

Hours Per Week: 


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Location Rio Rancho, NM, 87174, United States
Categories Unspecified

Location Maptop

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Job Code 20043680

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