Location: Onsite in Hartford, CT Hours: 8 hour shifts varying between 8AM EST - 8PM EST Monday through Friday Base Salary Range - $55k - $65k annual depending upon experience For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits
We are seeking a dedicated and experienced Customer Service Inbound Call Center Supervisor to lead our team of customer service representatives in the Transfer Agency department.
In this role, you will be responsible for overseeing a team of up to 18 call center representatives, ensuring high-quality service delivery and compliance with industry standards.
This position requires strong leadership skills, a deep understanding of Transfer Agent Services and a commitment to fostering a positive work environment.
Experience mentoring and managing financial services inbound call center teams is a plus
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others.
EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.
To be successful in this role, we're seeking the following:
Minimum of 3 years of experience working in a financial institute's customer service department, with at least 1 year in a supervisory role- preferably as part of the Transfer Agent department.
Strong understanding of banking operations, particularly in transfer-related services.
Excellent communication and interpersonal skills, with the ability to foster a positive team environment.
Proficient in call center technologies and software; experience with CRM systems is a plus.
Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Team Leadership: Supervise, mentor, and motivate a team of Transfer Agents customer service representatives, providing guidance and support to enhance their performance and development.
Operational Oversight: Monitor inbound call operations, ensuring compliance with departmental policies and procedures, and maintaining high standards of customer service.
Performance Management: Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve team capabilities and service delivery.
Quality Assurance: Develop and implement quality assurance processes to assess call quality, ensuring that representatives adhere to best practices and provide accurate information to clients.
Customer Experience: Act as an escalation point for complex customer inquiries, resolving issues promptly and ensuring client satisfaction.
Reporting and Analysis: Generate reports on team performance metrics, customer feedback, and operational efficiency, utilizing data to identify areas for improvement.
Collaboration: Work closely with cross-functional teams, including training, compliance, and product management, to enhance service offerings and address client needs.
Continuous Improvement: Identify and recommend process improvements to enhance operational efficiency and client satisfaction within the Transfer Agent department.