Primary Office Location:
One North Shore Center. Pittsburgh, Pennsylvania. 15212.
Join our team. Make a difference - for us and for your future.
Position Title: Service Quality Team Leader
Business Unit: Multiple
Reports to: Manager of Service Quality - Advisory Business Group
Position Overview:
We are seeking an experienced and motivated individual to join our team as a Service Quality Team Leader, specializing in Insurance, Private Banking, or Wealth Management. In this position you will be responsible for managing and leading a team of customer service employees, ensuring the delivery of exceptional service to clients in the specified domain, meet organizational and operational objectives and ensure all processes and service levels are consistently achieved to enhance efficiency and effectiveness within the team.
Primary Responsibilities:
Team Leadership: Leads and supervises a team of customer service sales employees, fostering a positive and high-performance work environment. Provides guidance, coaching, and mentorship to team members to enhance their skills and performance. Sets clear performance expectations and objectives for the team.
Customer Service Excellence: Ensures the delivery of exceptional customer service in the areas of Insurance, Private Banking, or Wealth Management. Collaborates with team members to address client inquiries, resolve issues, and maintain high customer satisfaction.
Process Improvement and Collaboration: Identifies opportunities for business process improvement within the customer service function. Works closely with cross-functional teams to implement process enhancements that contribute to increased efficiency and effectiveness. Collaborate with other departments, including Sales, Operations, and Compliance, to ensure seamless coordination and communication.
Performance Monitoring: Monitors and analyzes team performance metrics to identify trends and areas for improvement. Implements strategies to meet or exceed performance targets and key performance indicators (KPIs).
Training and Development: Conducts training sessions to enhance the knowledge and skills of team members in Insurance, Private Banking, or Wealth Management. Facilitates ongoing learning initiatives to keep the team updated on industry trends and best practices.
Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.
F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.
Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:
Associates
Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:
5
Skills Required to Perform the Primary Responsibilities of this Position:
Detail-oriented
Excellent communication skills, both written and verbal
Excellent customer service skills
Excellent project management skills
Excellent organizational, analytical and interpersonal skills
Ability to work and multi-task in a fast paced environment
MS Excel - Intermediate Level
Ability to use a personal computer and job-related software
Strong knowledge of industry regulations and best practices
Excellent leadership skills, preferably in Insurance, Private Banking, or Wealth Management
Ability to analyze data and implement process improvements
Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:
N/A
Physical Requirements or Work Conditions Beyond Traditional Office Work:
N/A