TelephoneFinancialConsultant-TeamLead

**_Location:_** 2416 Philadelphia Street Indiana, PA 15701 ** _Hours:_** Monday -Friday 7:00AM. - 7:00PM Saturday 8:00AM-3:00PM Sunday 10:00AM-3:00PM (Additional hours as necessary to meet the objectives of the department) **_Function_****:** Assumes responsibility for ensuring all external and internal customer telephone inquires and requests are satisfied in a timely, courteous, and professional manner. Assists with mentoring of TFCs and handles escalated customer service issues as deemed necessary. **_Duties and Responsibilities:_** * Assumes responsibility for ensuring the satisfactory handling of internal or customer related telephone inquiries or service-related problems by performing the following functions: * Promptly responding to customer/internal inquiries in a courteous and professional manner to ensure complete customer satisfaction. * Providing customer and internal personnel with accurate product knowledge and service information, as well as operational knowledge that will assist personnel in the successful completion of their duties. * Providing professional written correspondence to customers when necessary. * Demonstrates a technically proficient knowledge in the functionality of several of the following products through coaching and call monitoring: * IBS Insight * Service request manager * Digital Banking Products (CEB, BEB, Mobile) * Cardbase systems (CMSe, CardPro Connect) * Customer Information System * Loan/Deposit/Retirement system * Optima * Net Image * Assists Management and Telephone Financial Consultant Supervisors with facilitating operational procedures to staff; includes mentoring new employees with policies / procedures and practices. * Acts as a shift supervisor in the absence of the Telephone Financial Consultant Supervisor, to ensure an effective and efficient response of all operational and services related issues as presented through SCS calls. * Assists and encourages the sales process within the Solution Center Service by work