Call Center Rep IV - Team Lead at CIT Group LLC in Pasadena, California

Posted in Other 25 days ago.

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Job Description:

Overview

Founded in 1908, CIT (NYSE: CIT) is a leading national bank empowering businesses and personal savers with the financial agility to navigate their goals. We believe in helping customers turn their ideas into outcomes. Whether those customers are building a business or building their savings, CIT has the experience and agility to empower them to achieve their goals. At CIT, how we do business is just as important as what we do. Our social responsibility programs focus on driving financial and personal empowerment, supporting the environment and advancing wellness. CIT contributes to communities where we live, work and do business through charitable donations, community investments and employee volunteerism.

Responsibilities

  • Coaches and trains staff utilizing expertise and guidance on operational issues and risks that relate to their positions
  • Receives, answers, and resolves escalated issues from agents and customers
  • Role models on a daily basis the CIT / OneWest Bank standards with team members and customers
  • Supports the Bank's commitment to building relationships "One Customer at a Time" through solid operation quality controls
  • Strategizes to exceed Call Center metrics in the areas of building relationships, schedule adherence, operational integrity, and call monitoring
  • Ensures consistent adherence and authentication of policies and procedures
  • Coaches and mentors Call Center agent(s)


Qualifications

  • High School Diploma required / Bachelor's Degree preferred
  • Preference for candidates to have previous banking experience and working knowledge of bank products and services
  • Must have prior experience within a call center
  • Experience in ensuring compliance with all governing regulations, especially the Bank Secrecy Act requirements