Middlesex Savings Bank

  • Information Center Supervisor

    Location US-MA-Westborough
    Posted Date 1 week ago(8/7/2018 4:48 PM)
    Req #
    Community Banking - Community Banking Operations
    Position Type
    Full Time
    Standard Working Hours
    Monday-Friday 10:00-6:30, Alternate Saturday's 8:30-3:00 and some Holiday's
  • Overview

    Reporting to the Information Center Manager, the Information Center Supervisor assists in ensuring that the department functions in an effective and efficient fashion. Oversees the development of assigned Customer Service Representatives, supports Information Center sales goals and assists staff in meeting related goals. Promotes good customer relations through the transacting of a wide array of banking transactions. Performs functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers, co-workers and staff.


    • Dedicated to meeting the needs of internal and external customers; listens effectively and responds professionally and timely to customer inquiries via all methods by meeting/exceeding Customer Service standards. Adheres to all standards for call handling, etiquette and sales goals.
    • Ensures the efficient, effective and courteous delivery of customer service with assigned resources
    • Provides motivation to assigned staff by educating, coaching and training new hires to recognize and fulfill Information Center related sales and service expectations. Provides ongoing communication, coaching, and feedback to staff regarding performance and goals.
    • Coaches and supervises assigned CSRs in all aspects of service to meet/exceed service, quality and sales goals, maximizing service opportunities for first call resolution, mitigate risk and fraud, and identify and solve to customer needs.
    • Completes and authors call monitor coaching sessions of assigned CSRs to ensure quality standards are met or exceeded.
    • Assists in the scheduling, coordination, and delegation of work assignments. Oversees and manages these functions in the absence of the Information Center Manager.
    • Performs various HR related processes, including goal setting, performance evaluations and disciplinary actions.
    • Researches and resolves customer issues, complaints and problems.
    • Assists in updating and maintaining Information Center policy and procedures manuals.
    • Maintains knowledge of Bank products and services. Utilizes said knowledge to identify and actively pursue needs-based sales opportunities in keeping with established objectives. Utilizes knowledge to effectively refer sales opportunities to other departments.
    • Actively works with Information Center Manager to meet or exceed assigned personal and team sales and service measurement goals.
    • Performs security routines, including opening and closing department in accordance with procedures.
    • Performs the functions of a CSR, as necessary.
    • Responsible for resolving and responding to all consumer/business customer issues received through digital channels including eDeposit, P2P, email and secure bank mail correspondence.
    • Performs all duties independently in accordance with applicable security and regulatory practices and guidelines. Complies with all Bank policies including those pertaining to confidentiality, email, and business attire. Protects customer information by following department security guidelines and procedures.
    • Maintains proficiency in regulatory compliance and industry developments and apprises staff of same.
    • Oversees the quality testing of new or enhanced products or services and reports issues to Information Center Manager.
    • Completes all prescribed training in a timely fashion and ensures assigned staff completes training, as requested.
    • Performs related and unrelated duties as may be requested.
    • Keeps management team informed of system issues and/or challenges and recommends process improvements.
    • Consults with Manager where clarification or exception to Bank policy may be required.Represents the Bank through participation in various community activities.


    Associates degree or equivalent work experience. Additional requirement include three to five years of related experience, preferably in a supervisory role. Demonstrated leadership ability. Must be willing to work in an environment that requires phone-based customer interaction. Must possess knowledge of math principles and be able to perform basic mathematical procedures. Demonstrated customer service, sales, organizational, communication, and interpersonal skills. Must possess strong attention to detail. Must possess at least intermediate technology skills, including knowledge of word processing, spreadsheet applications and SharePoint. Familiarity with multiple browsers, multiple tabs and windows navigation. Must demonstrate initiative and ability to make decisions independently. Must be able to work extended, weekend and some holiday hours. Scheduling flexibility required. Must be able to sit for extended periods of time.


    Middlesex Savings Bank is an EO/AA Employer: Min/Fem/Vet/Disabled


    Search Firm Representatives, Please Read Carefully: Middlesex Savings Bank does not accept unsolicited resumes from search firms for this or any employment opportunity



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