Founded in 1908, CIT (NYSE: CIT) is a financial holding company with approximately $50 billion in assets as of Dec. 31, 2017. Its principal bank subsidiary, CIT Bank, N.A., (Member FDIC, Equal Housing Lender) has approximately $30 billion of deposits and more than $40 billion of assets. CIT provides financing, leasing, and advisory services principally to middle-market companies and small businesses across a wide variety of industries. It also offers products and services to consumers through its Internet bank franchise and a network of retail branches in Southern California, operating as OneWest Bank, a division of CIT Bank, N.A. For more information, visit cit.com.
Coordinates the day-to-day operations of a group of employees. Leading and directing is usually restricted to assigning monitoring and reviewing progress and accuracy of work directing efforts and providing technical guidance on more complex issues. Responsibilities may also include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Typically supervises large group of non-exempt employees spends at least 50% of time in supervisory role.
•Works jointly with the Leadership Team members to assist Call Center Associates with escalation call(s).
•Ensures that authentication policies and procedures are accurately followed by Associates.
•Manages Associates performance◦Documenting call trends and skill deficiencies and providing feedback
◦Ensures Bankers have working knowledge of the Retail Bank’s P&P’s
◦Coaches & mentors Associates to improve customer management and sales skills with the focus on building customer relationship and providing a consistent customer experience.
◦Documents individual performance plans that are designed to achieve successful results for Call Center Associates sales and service performance.
•Works on projects as directed by Retail Bank’s Call Center Manager.
•Works with the Quality Team Lead on calibrating/evaluating/scoring calls.
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 managerial experience within a call center– Experience in ensuring compliance with all governing regulations, especially the Bank Secrecy Act requirements