College Savings Group Client Service Team Lead

The College Savings Group Client Care Center is seeking a leader whose passion lies in supporting their team and serving their customer. The UBT College Savings Group manages nationally ranked 529 plans, with an emphasis in providing stellar service to investors and financial advisors alike. A successful Team Lead is someone who will advocate for their team while holding them to our exceptional standards. They will be expected to inspire their team to put our customer first, ensure quality in all essential tasks, and help grow and develop our department.

As a College Savings Client Service Team Lead

• Assist with oversight of call center functions to ensure quality work exceptional customer service and that all College Savings Group performance standards are met.
• Assist with initial and ongoing training of customer service representatives.
• Coordinate the scheduling of appropriate staff during business hours.  
• Observe and evaluate customer service representative phone calls on a regular basis for quality control and coaching feedback.
• Complete regular Quality Control reviews of employees’ pending folders to ensure all pending items are resolved in a timely manner and correct procedures are followed. 
• Complete daily Quality Control reviews of transaction requests (withdrawals, investment changes, contributions) to ensure accuracy and excellent service.  
• Assist with employee performance evaluations and perform regular employee coaching sessions. 
• Assist with the facilitation of regularly scheduled staff meetings.
• Assist with coordination and evaluation of large projects to ensure projects are completely timely and correct procedures are followed.
• Answer toll Customer Care lines for the UBT-managed 529 Programs and set the example by providing exceptional service at all times.
• Resolve problems through sound decision making and with confidence.  
• Provide department management with regular updates on staff and call center activity in order to track progress of goals and plan for the future.  
• Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training; follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Regular and reliable attendance is an essential function of this position.
• Performs other job related duties or special projects as assigned.   

At Union Bank, We…

• Care about our customers. Our customers are awesome, and we enjoy working with them every day
• Care about each other. We’re all in this together, so let’s make our careers and lives great
• Care about our community. Community matters, and we live it daily

Benefits of this role…

• Free catered lunches Monday-Thursday
• Robust Wellness program & incentives
• Paid Time Off, Paid Holidays
• 401K match and profit sharing
• Medical, Dental, Vision Insurance

Requirements:

• Bachelor’s degree in a related field or equivalent experience preferred.
• Two years of customer service experience required.   
• Supervisory experience required. 
• Working knowledge of investments and/or 529 Plan rules and regulations preferred
• Proficient in Microsoft Word, Excel and in working with other financial software.   

Working Environment:

• Sedentary work, occasional lifting and/or carrying up to 20 pounds. 
• Indoor work not exposed to outdoor elements or hazards. 

Shift Hours: 40 hrs/week (varied hours between 7:00am and 7:00pm)

PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.

 Equal Opportunity Employer Minorities/Women/Veterans/Disabled